Senior Service Analyst Manufacturing
4 weeks ago
Location:Maidstone, Kent
Competitive + Company Bonus &Benefits
Hours: Monday to Friday 8:30 am until 4:30 pm(37.5 Hours)
Our client, a leadinginternational manufacturer, is currently recruiting an experiencedSenior Service Analyst to join their site in Maidstone. This is anexciting opportunity to join a growing team within this newlyestablished vacancy.
As a Senior ServiceAnalyst, you will report directly to the local Service Desk TeamLead working closely with other colleagues to service impactingincidents and to fulfil requests. Knowledge of supported servicesand team responsibilities will be required to effectively manageescalations and reassign incidents and requests for fasterresolutions.
Duties include:
-Deliver day-to-day activities for Incident Management, RequestManagement, and Service Desk processes whilst following thedocumentation available to support these activities.
-Collaborate with service analysts across all business functions tomeet and where possible exceed agreed Service Level Agreements(SLAs)
- Support and lead quarterly site Service Reviews,presenting SLA reports and collaborating with business stakeholdersto optimise site services.
- Follow up on end customersurvey feedback to establish opportunities for future CXimprovement.
- Recommend and where applicable delivercontinuous improvements to operational procedures.
What we are looking for:
-Experience in Service Management or an end-user support role in afast-paced industrial or manufacturing industry.
-Practical knowledge of IT Service Management systems and processesand the associated frameworks (ITIL or Similar)
-Experience in PowerShell / Automation Scripting, Apple IOS / Change& Request Management, Problem Management and updating technicalguidance and knowledge base documentation.
- Technicalknowledge of AD for user and computer management.
- Basicknowledge of Networking, WAN and LAN technologies.
-Technical knowledge of client and service OSs and Microsoft Officeapplications.
- Knowledge of Backup and Restoreprocesses.
- IT Operating Model changeexperience.
- Experience in dealing with customers,providing telephone and remote virtual desktop support.
-Service performance measurement and reporting skills.
-Experience in communicating effectively and working as part of ateam.
- Good business communicationskills.
Benefits:
- On-site gym
- On-site canteen
- Competitive pensionpackage
- EAP Schemes
- Wellbeingdays
At KHR we take care to ensure that youare represented as well as possible so it is worth checking your CVfor layout, spelling and grammar as well as making sure it is up todate before you submit. If you feel you need to highlightparticular qualifications, skills or relevant experience withregards to a specific role then please add a cover letter or apreface page. This does not need to be formatted in the samemanner. In addition, if your CV is heavy with graphics etc, pleasecould you also submit a "clean" copy in Word. Thankyou.
KH Recruitment Ltd is acting as anEmployment Agency in relation to this vacancy. KHR - RecruitmentSpecialists is a trading name of KH Recruitment Ltd Keep in touchwith us online for job alerts, industry updates andmarket...
IT, ServiceManagement, Service Desk Analyst
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