It Analyst
CurrentMain Activities and Responsibilities;• Act as single point of contact for all engagement with the Customer community• Accurately record all requests and incidents in the Service Management tool, assess impact and urgency, complete 1st line diagnostics and provide a First Time Fix where appropriate.• If a First Time Fix cannot be reached, assign to the appropriate group for resolution• Monitor incidents trends for repeat incidents and proactive incident management.• Understand and implement escalation procedures if an incident has the potential to breach SLA• Proactively manage updates to all parties with Incident/Request statuses through to resolution and to the customer’s satisfaction.• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution• Support the Problem Management function in the root cause analysis of incidents.• Provide end user training and support during and after the on-boarding process and educate users on appropriate use of the available services• Actively contribute to and support in the creation of, Knowledge articles, Operating procedures, work instructions and as required for the role.• Preparation of regular and adhoc reports as determined by the Customer (daily, weekly, monthly).• Timely response to ad-hoc data/analysis requests, according to business priorities; includes preparation of datasets for further processing and analysis of outputs.• Accurately implement order entry including the ability and willingness to learn specific order management procedures.• Analytical thinker, able to work with large sets of data to standardise and validate information with excellent attention to detail. Ensure the processing, planning and prioritisation of customer orders is based on the Customer’s procedures.
