Analyst supporting FMI's Strategy Practice for strategic planning, business development, and market strategy insights. Collaborating with clients and synthesizing market data into actionable reports and presentations.
About the role
- Request Fulfillment Analyst in BAM UK & Ireland ensuring IT service request compliance and customer satisfaction. Building relationships and enhancing service quality as part of the IT Services team.
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.
- Highly adaptable/flexible approach in order to achieve corporate goals and objectives.
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
- 8% pension contribution.
- Private Health Insurance.
- Generous annual leave.
- 2 Wellbeing days annually.
- Learning & Development opportunities - internal progression is encouraged and fostered.
- Company vehicles (role dependent).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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