Job Description - D&A Service Desk Analyst (00125099)
Job Title: D&A Support Analyst
Location: Preston. We offer a range of hybrid and flexible working arrangements - please speak to your recruiter about the options for this particular role.
Salary: £40,000+ depending on skills and experience
What you’ll be doing:
* E2E management of Data & Analytics support related incidents, problems, access requests, service requests within the Service Management lifecycle
* Operating under agreed service metrics (KPI’s), working in an environment to triage / resolve support tickets within service metric targets
* Working with the development teams to assess, investigate and implement resolutions to complex Data & Analytics related incidents
* Author, share & utilise knowledge-based articles for both internal staff and customers in order to reduce the throughput of service-related incidents & service requests
* Monitor service event alerts (Interface jobs, triggers, caches) in accordance with Event Management process
* Support the Release & Deployment process to ensure the Entry into Service criteria is being met whilst maintaining a stable production service
Your skills and experiences:
* Experience in working within a fast-paced IT Service desk environment, under an ITIL framework
* Exceptional Incident, Problem Management skills with the ability to investigate trends, identify root causes, suggesting and applying solutions to resolve issues
* Understanding the importance of service metrics (SLA’s, KPI’s etc.) and experience in working in a fast-paced environment under response & resolution time metrics
* Customer service experience, good relationship building, influencing and negotiating skills
* Microsoft SQL Server or other similar experience
* Experience within the Data & Analytics applications, platforms, services
The Data & Analytics (D&A) team:
As a Data & Analytics (D&A) Support Analyst, you will reside within the D&A Service Operations Team (BAU Support Team) and will provide support to customers under an ITIL Service Management framework.
Working within a dynamic, Data & Analytics environment, you will be responsible for providing support to customers using the following Service Management practices: Incident Management, Problem Management, Security & Access Management, Event Management and Service Request Management.
Closing Date: 24th March 2025
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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