Job Description This is a hybrid roleAs IT Escalations Analyst, your role is to provide escalation support to Head of Service Desk, the Service Desk Team and Service Management team. You will help support and resolving complex customer issues across the Connells estate, as well as playing a key role in the providing support as we transition services to the supplier; help ensure we continue to offer quality services to our customers. You will support the supplier in their provision of incident and request management services as part of transition, transformation and run.Your responsibilities will include: Assist with managing all escalations and complaints from the business in line with agreed SLAs which come via the Service Desk, escalating ones that cannot be resolved at first touch to the relevant owners. Coordinate with internal teams, including technical support, to facilitate the resolution of escalated issues, ensuring timely and effective solutions. Work closely with IT Escalations Manager within Service Management to develop and implement escalation procedures and policies to standardise response efforts and improve overall service delivery. Analyse escalation patterns and issue trends to identify root causes and prevent future occurrences, collaborating with relevant departments to implement corrective actions. Work closely with the business aligned teams and the Service Management Team. Mentor support staff on escalation processes, equipping them with the skills needed to handle situations before escalation is necessary. Support the supplier during transition, transformation and run; assist with queries, provide guidance and assistance when needed. Drive automation of repeatable service requests where possible Assist with producing reports on escalated issues, outcomes, and resolution times to senior management, highlighting areas for improvement and success stories. Attend Change Approval Board (CAB) meetings. Attend Problem meetings, providing input as to the problems that could be investigated based on your escalation reporting. Attend supplier weekly/ monthly Service Desk meetings Provide cover for Escalations Manager within the Service Management team when required. The ideal candidate will have: ITIL understanding (preferably with an ITIL Foundation certificate but not mandatory). Knowledge of Excel, Outlook, Visio, Teams, and other Office 365 applications. ServiceNow experience (not mandatory) Experience of providing commentary on data trends and their impact on current delivery models and service success Organisational and time management skills, Excellent oral and written communications skills, Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.Countrywide HO, MK7 8JT, United Kingdom