Quality Analyst supporting the implementation of IT management systems at SONDA. Mapping processes and analyzing performance indicators in a hybrid work environment.
About the role
- Request Fulfillment Analyst supporting IT service requests within Service Level Agreements for BAM UK & Ireland. Building relationships and enhancing customer satisfaction with a focus on service improvement initiatives.
Responsibilities
- Provide a friendly, fast and efficient service in the fulfilment of IT requests
- Build and maintain relationships with other teams within the support organisation
- Maintain high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements
- Achieve high levels of accuracy in updating request details on ITSM tooling (ServiceNow) in accordance with team processes and procedures
- Adhere to escalation procedures, promptly allocating unresolved calls as appropriate
- Proactively highlight gaps in processes, knowledge and tools to the team lead
- Provide high levels of customer service, ensuring customer satisfaction rates are maintained
Requirements
- Experience handling IT service requests within SLAs
- Understanding of IT service management (ITIL knowledge is a plus)
- Experience of using ITSM tooling, especially ServiceNow
- Proactive in identifying inefficiencies and suggesting improvements
- Ability to analyse data and trends to support service enhancements
- Proven track record in delivering a 'Best in Class' IT customer support environment
Benefits
- Competitive salary
- A wide range of family-friendly policies
- Company car/car allowance/travel allowance
- 8 % matched pension contributions
- Private healthcare
- Life assurance
- 26 days holiday
- 2 wellbeing days
- 1 volunteering day
- Personal and professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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