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IT Service Analyst

2 months ago

Chessington, United Kingdom Alliance Healthcare Management Services Limited Full time

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today

What you will be doing

We are looking for a highly motivated and detail-oriented individual to join our team as a Service Support Analyst. The main responsibility of the Service Analyst is to ensure the smooth operation of our service delivery processes through data analysis is, identifying areas for improvement, and implementing effective solutions. This role requires strong analytical skills, problem - solving abilities, excellent communication skills and the ability to consistently hit targets.

The Service Support Analyst position is customer-focused and requires a technically enthusiastic individual who provides excellent service. It also provides an opportunity to build technical knowledge across a wide range of services and products.

Service Management is currently in the process of redeveloping the Service Desk offering to Alliance Healthcare and subsidiary companies. The focus is on increasing self-service options for users and customers while enhancing the technical capabilities of the Service Management function. As a result, the Service Support Analyst will be responsible for providing end -to-end service by handling calls, and incidents, and developing the technical capability of the team.

This role sits within Service Management and involves supporting users and customers through chat, telephone, and ServiceNow tickets.

In addition to these responsibilities, this role also requires developing expert knowledge in a specified application or having deep knowledge of a specific business unit or department.

This role follows a rotating shift pattern between 8 am - 8 pm Monday to Friday

On-call responsibilities requiring being available between 8pm and 8am Monday to Sunday.

Hybrid working – 3 days in the office in Chessington, Surrey and 2 days working from home. Overtime over weekends may be required from time to time.

Providing support at other AHUK sites may be required from time to time.

Principal Accountabilities:

1. Interacting with customers on the Telephone, email, face to face and via Service Now:

Respond promptly and resolve service requests, ensuring they are resolved within agreed priority SLAs. Maintain regular contact with customers to provide updates on the progress of their tickets. Take full responsibility for AHUK Incidents that are assigned to you, ensuring the user is consistently updated and working towards a prompt resolution. Even if the incident has been dispatched to another resolver group, as the service support analyst, you retain ownership of the incident. Create and update documentation and Knowledge Articles for assigned apps, services, and products to become a Subject Matter Expert. Collaborate with senior stakeholders from teams such as Service Excellence, Service Transition, Application Solutions, and Architecture. Occasionally contribute to projects by sharing knowledge, providing input, and updating the wider Service Management team with the Service Management requirements.

 2. Assist Service Transition in introducing new services into business-as-usual operations.

Contribute to Major Incident (MI) Management processes by providing input when required alongside the Major Incident Manager. Identify opportunities for service improvements and actively participate in broader forums related to the suite of applications aligned with the role's responsibilities as a Subject Matter Expert. Develop a comprehensive understanding of all services within Alliance Healthcare (AH) and establish positive working relationships with stakeholders at all levels. Communicate clearly with users and customers while updating service requests and incidents. Foster strong working relationships with external support providers, Cencora colleagues globally, and internal customers. Ability to coordinate escalations from users regarding an incident and manage major incidents with our dedicated major incident team in Cencora.

3. End to End ownership of incidents that come into AHUK regardless of who the resolver team is, and regularly follow up with the responsible teams until resolution is applied.

4. Develop, maintain, and improve your knowledge of AHUK applications.

Create and update documentation and Knowledge Articles for assigned apps, services, and products to become best in class.

Initiate improvement plans and support colleagues with knowledge transfer.

What your background should look like 

At least 3 years in a Technology Support role. These could be Service Support Analysts (with the technical capability of 2nd-line support). Strong skills in basic network troubleshooting to understand users’ issues and steps that need to be taken. Microsoft 365 administration and user support Hardware support and troubleshooting Familiarity with ITSM tools ITIL foundation (v3 or v4) Solid experience in standard ITIL disciplines, e.g., Incident, Change Problem Management Solid experience using ServiceNow Microsoft Certification

What Cencora offers

All team members globally are provided with basic life insurance, personal accident insurance, business travel accident insurance, and EAP resources at no cost. Additional country-specific benefits such as healthcare, sick leave, death and disability, retirement, as well as perks and allowances may be provided. Details of programs vary by location.

Schedule

Full time

Affiliated Companies

Affiliated Companies: Alliance Healthcare Management Services Limited