Service Desk Analyst

Service Desk Analyst 

Marcus Donald are now looking for a Service Desk Analyst to join a Charity based in South West London on a permanent basis.

In this role you will be responsible for service delivery oversight, service level management, reviewing of supplier performance reports, highlighting potential productivity enhancements and escalating complaints or incidents whilst coordinating their resolution

Key Skills as a Service Desk Analyst: 

• Incident & Request Management
• Explaining technical issues
• Previous experience working as a 1st Line/ in Service Desk Environment
• Microsoft products
• Excellent customer service

Key Responsibilities as a Service Desk Analyst: 

• Assist the Service Delivery Manager to monitor all external service partners against the SLA’s.
• Carry out reviews of supplier reports on performance.
• Complete analysis of the delivery of services, reporting on repeated service breaches against defined SLA’s and other contractual agreements.
• Produce incident reports and assist in the resolution of service incident problems.
• Collate data and communicate with service partners with regards to the planning, design and improvement of services and component availability.
• Report on IT service partners implementation against agreed Service Improvement Plans and support proposed actions.
• Monitor and report on compliance of the service partners with regards to quality management, risk management, security policies and procedures.
• Analyse and report on supplier’s capacity management to identify any capacity issues, specify any required changes, forecast future capacity requirements based on business needs, IT trends, and key business transformation projects.
• Procurement of any IT equipment against service requests, with contracted suppliers and to monitor and report on any service requests.
• Input into the catalogue of available services, recommending inputs based on changes in business requirements or trending analysis.
• Obtain and circulate regular asset management reports and ensure that all deployed software is fully licenced.
• Support the implementation of changes to the service catalogue, including updating entries and communicating major changes to the supplier service catalogues.
• Ensure that any assets are disposed of in accordance with approved controls and procedures.
• Monitor and report on non-standard requests and make recommendations to the SDM of translating repeated non-standard requests into a potential new service offering.

If you feel you are suitable for this role then you can contact Ellie or alternatviely, you can apply though this job advert. 

Service Desk Analyst