Service Desk Analyst II
Emory University
Service Analyst
GBG Plc
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • New Hampshire • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Deliver service analysis, support and management across supported products including Incident, Change, Problem, Event management.
- Work closely with wider Technology and Operations to support product roadmap delivery and operations from a service perspective.
- Build strong working relationships with internal and external stakeholders including the Customer.
- Manage suppliers effectively working to ensure an excellent service for our customer.
- Maintain metrics and insights to track performance, analyse trends, recurring issues and SLA achievement and uptime data of GBG Products and its suppliers to drive improvements.
- Support the transition of products in and out of service.
- Track and respond to trends or changes in SLAs, Changes, Incident, service to customers or from suppliers.
- Communicate effectively to customers and internal stakeholders on Service related matters e.g. changes, maintenance, new features or incidents.
- Provide 24 x7 support rota for major or high priority incident management.
- Perform daily maintenance activities in supporting the Service Management practices
Requirements
- ITIL Service Management Foundation (V4)
- Experience across the breadth of ITIL Practices.
- Worked in Service Analyst role or equivalent
- Service Desk tools (preferably JIRA)
- Office 365
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service analysisincident managementchange managementproblem managementevent managementperformance metricsSLA achievementservice transitionservice management practices
Soft skills
relationship buildingstakeholder communicationsupplier managementtrend analysiscustomer service
Certifications
ITIL Service Management Foundation (V4)
