Service Analyst

Are you looking to work within a growing organisation and expand your Service Support skills?

The Service Analyst will be part of the UK workstation team who work within the wider Group IT department (~400 people) to provide support to all UK users and services requests for workstation hardware/software/accessories. The new Service Analyst will need to be equally comfortable, confident, and professional whether on the end of a phone or 'hands-on' at a desk, they will be the sort of individual that takes pride in providing a first-rate service and genuinely enjoys solving IT issues for colleagues at all levels of the business. They will need to be able to manage and prioritise their own workload whilst ensuring they work well within an already well-established team.Sopra Steria is primarily a Windows laptop house but there is an increasing use of Apple MacBook's.

What you'll be doing:

• Build workstations (laptop/desktop) and troubleshooting any issues associated with the build
• Carry out request activities such as software installation, assignment of accessories, installation of additional workstation memory etc.
• Take control of 1st/2nd line workstation support incidents, this may be local hardware support or remote applications support, updating assigned incident records with all progress that occurs, including any actions to correct problems
• Liaise with 3rd line IT teams (including external 3rd party) for additional support of servers, network equipment, voice and video hardware and mobile devices
• Identify any areas of difficulty, or areas for improvement, and make recommendations for improvements
• Maintain security and policy compliance while performing technical tasks
• Act as stock assistant for workstation accessories held in the Bristol office, reporting to the Stock manager on stock levels/reorder requirements

What you'll bring:

• Demonstrable experience of working as a Service Analyst on small to medium service management environments
• Good working knowledge and experience of associated service management tools, techniques and methods, ideally ServiceNow
• Good experience working independently and working within a remote team in an IT Environment
• Good Windows 10/11 operating system support skills
• Good experience with Microsoft Office applications particularly the O365 suite
• Good experience with Workstation hardware support (laptop/desktop)
• Knowledge of ITIL service management processes and practice.

If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!

Employment Type: Full-timeLocation: BristolSecurity Clearance Level: BPSSInternal Recruiter: Jen WhitesideSalary: GBP24,000 - GBP28,000 per annumBenefits: 25 days annual leave with the choice to buy additional days, life assurance, pension, and generous flexible benefits fund

Although this role is advertised as full-time, we support many ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

We are a purpose driven digital transformation provider, creating innovative digital solutions to help clients drive their digital transformation projects and secure tangible and sustainable benefits. We harness the power of innovation to drive positive change in both business and society, delivering sustainable growth and services which make life better, from effective frontline citizen services, to digitising financial services, utilities, and delivering smarter roads.

We place people at the heart of everything we do and are committed to working with our customers, partners and suppliers to shape a better world and add real and lasting social value to the communities in which we work.

Together we are building a better future by delivering real and lasting value.

We are just at the start of what we can achieve together. Come and join us!