Job Title
Service Control Centre Analyst (SMSM09)
Location
Bracknell
Overview
Our purpose is to make the world more sustainable by building trust in society through innovation. As a Service Control centre analyst you will contribute to this.
Responsibilities
* Follows and monitors established processes and recommends improvements to these as appropriate to resolve routine customer enquiries.
* Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
* Utilises and inputs into standardised Policies, Processes and Procedures and ensures all documentation is up to date and valid.
* Ensures that the processes in place are aligned with the contractual requirements.
* Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
* Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
* Escalates issues as necessary to deliver required service levels and meets or exceed customer expectations / SLA.
* Monitors all aspects of Incident Management processes to ensure adherence to best practice.
* Monitor resolution of incidents to agreed service levels.
* Utilising statistical reporting and analysis, monitors performance across all groups.
* Analyses and identifies areas of improvement to the service to ensure customer satisfaction.
* Prevents negative trends by properly raising and reacting to performance and progress gaps.
* Builds and enhances strong stakeholder relationships and acts as an escalation point.
* Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident.
* Ensures process, procedures and work instructions are adhered to by all relevant parties via Service Performance audits and provide regular feedback within the Service Operations environment.
* Assists the SLM Service Delivery Manager in developing and maintain the core SLM capabilities.
Transferable Skills and Experience
* Be able to gain Yellow level Security Clearance.
* Must have good communication skills
* Ability to learn quickly and under pressure
* Good teamwork skills
* Intermediate knowledge of Microsoft Office, including excel
Desirable Experience Across Technologies
* Knowledge of Global Connectivity.
* Working knowledge of CASD toolsets.
* Service Request Management.
You must be willing and eligible to undergo security clearance for this position.
Please note: It’s still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in this area this could be the next opportunity for you.
Benefits
* 26 Days annual leave plus public holidays (3 flexible)
* Pension – Double matching contributions of up to 10%
* Life assurance
* Companywide incentive plans
* Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)
* Perks at work – employee discounts
* Employee assistance programme/ virtual GP
* Role dependent benefits: Private medical.
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