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Service Operations Analyst

3 months ago

Coventry UK, West Midlands, United Kingdom Kapsch TrafficCom AG Full time

Due to a number of internal changes, we are delighted to be looking for several talented Service Operations/Service Desk Analysts to join our level 1 team based in Coventry.

The Service Operations Analyst is the first point of contact for all customer issues and requests, dealing directly with the other suppliers and internal resolver groups to ensure the customers issue is resolved.

Duties include:

  • First point of contact – Provide high quality customer technical support, triage, updates etc. raising incidents, and requests on behalf of the customer, also driving the resolution of existing incidents and requests. You will also be part a first line resolver group.
  • Escalating and assisting with Major Incident Management
  • SLA adherence
  • Process documentation creation & improvement
  • Support the continued availability, effectiveness, and safety of business systems.

What we are looking for:

  • Experience in an MSP environment, dealing with multiple internal & external resolver groups
  • Call/contact centre experience
  • Experience in use of ITSM Platforms (Cherwell, ServiceNow, Jira, Remedy etc)
  • Effective & efficient communication (written and verbal)
  • ITIL V4 foundation (desirable)
  • Able to obtain security clearance (BPSS - Baseline Personnel Security Standard)
  • UK road network knowledge (desirable, not essential full training will be given)

What we are offering:

  • 25 days annual leave
  • Life insurance
  • Private medical insurance
  • Employee wellbeing program
  • Salary up to 25,000 DOE
  • Career progression based on your career plan

Shift Pattern:

8.25 hours per day, 5 days on, 3 days off rotating days, afternoons & nights

Location:

Coventry (CV1) - Applicants must live within a commutable distance of Coventry city centre Unfortunately we cannot offer visa sponsorship with this role – Please do not apply for this position if you are based outside of the UK. There are hybrid working opportunities after the initial probation and training period but is offered as an office-based position.