Service Analyst

- Monitor and manage service tickets daily to ensure the Service Delivery Team, wider department, and third parties prioritize/manage work correctly. - Ensure service tickets are updated and progressed as per process. - Demonstrate the ability to work without supervision, identifying service needs and knowing appropriate actions. - Challenge and/or escalate failures in process and/or unsatisfactory performance. - Deal with client and/or internal escalations as appropriate. - Resolve challenging situations, including conflicting priorities or dissatisfied clients. - Lead Service Measurement/Reporting/Improvement for specific customers as experience allows. - Assist with measurement and reporting. - Handle general administrative duties to support day-to-day operations. - Communicate with engineers to ensure their assigned tickets are up to date and progressing satisfactorily. - Understand and participate in wider aspects of Service Delivery, attending relevant meetings where required. - Understand relationships with other members of the ITI Service Delivery Team and suppliers and manage these accordingly. - Participate in gathering and using CSAT and NPS data in Service Improvement activities. - Be motivated to manage and deliver excellent quality services in a structured and varied environment. - Take ownership of service improvement items where necessary. - Assist with rota planning for on-call services. - Potential involvement with service design, documentation, process reviews, and audits.