Service Support Analyst / Computing / Software0.111990264141Service Support AnalystAbout Us We’re an innovative tech consultancy – a team of problem solvers. Since 1993 we’ve been finding better ways to solve complex technology problems for some of the world’s leading organisations and delivered solutions that millions of people use every day. We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people. Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. To support our continued growth of this part of our business, we’re looking for a Service Support Analyst to join us. About the Role You will be involved in the day-to-day operation and support of one or more BJSS clients using ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, as required. You will resolve service reported issues in line with our documented Service Levels. You will be responsible for managing service reported issues, ensuring that they are logged, updated and resolved in the service management toolset. You will have the required knowledge of the client, platform and application to provide the support required. Where appropriate you will escalate issues that require additional attention. You will support the creation of ITIL aligned processes and procedures and transition of these into Live Operation. You will work closely with the technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients, for their platforms and applications. As well as continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness You will be required to provide support in accordance with the managed service operational hours, and this may require working outside normal working hours on a rota basis. About You You’ll have a passion for solving customer problems, combined with the expertise and experience to provide 2nd and 3rd line support for complex, business critical solutions. You’ll have: Strong ITIL knowledge and experience, as well as knowledge of Incident Management tool sets Experience assisting in developing and providing management reports on a daily, weekly, or monthly basis, and produce ad hoc analysis upon request Experience providing a central point of contact for Service Operation processes ensuring that all Client requestsIncidentsChanges are dealt with in a timely and effective manner, in line with agreed levels of service Experience ensuring that requests are logged, monitored and re-assigned where appropriate internally and externally in line with client SLA targets Experience to monitoring delivery against agreed service levels for internal and external suppliers and escalate appropriately Experience assisting in the setup, process mapping and documentation of new Client processes Experience assisting with ISO processes and associated tasks You’ll be responsible for problem investigation, trend analysis and reporting, and, where appropriate, distribution and presentation findings to the Client Experience in developing and maintaining procedures and processes in line with Industry standard best practice and continual service improvement Exposure to working primarily within a support team but also be comfortable presenting ideas to Senior Management and Clients To see our full range of benefits and to find out more about life at BJSS please go to our careers site. BJSS is committed to equal opportunities and diversity so we want to ensure that our recruitment and selection processes are fair to all who wish to apply. We encourage you to feel confident to let us know if you require any adjustments to be made to the application or interview process to help support you. You can do this by speaking to your BJSS recruitment contact.