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Digital Service Analyst
1 month ago
Transform the railway industry with us
As a Digital Service Analyst, you will be part of the DDaT directorate, enabling customers and industry partners with modern and transformative technology. From day-to-day IT operations to extensive delivery programmes, you will be at the forefront of innovation.
With a talented and passionate workforce, you will foster empowered individuals and teams who understand that technology is the catalyst for progress. Get ready to embark on a journey where your skills will be honed and expanded.
The role of 2nd Line Service Analyst is located at Manchester Square One, a prime location for commuters. You will work in a world-class environment with spacious office space, subsidised restaurant and café, and discounts in shops and bars in Piccadilly Station.
Key responsibilities include:
- Providing technical resolution and management of customer incidents and requests regarding infrastructure, IT devices and applications.
- Inputting into documented improvements in knowledge and support processes for all areas of the Service Operations.
- Recognising and escalating incident trends to enable prompt action from Incident & Problem Management as appropriate.
- Managing 2nd line support queues and ensuring ticket allocation, vetting and resolution is carried out in accordance with documented guidelines.
- Providing technical guidance and input to all teams within Service Operations and acting as project resource when requested.
- Assisting with other areas of Service Operations support workload as dictated by Service Operations KPI's.
- Managing, maintaining and improving Service Operations associated services.
