Service Analyst (Ref: 20197/HOC)

Salary / Rate:

GBP 0.00 

Location:

Berkshire 

Rate:

Yearly 

Job Type:

Contract 

Sector:

Other 

Date Posted:

16/07/2008 

Reference:

20197/HOC 

Service Analyst required to support the Service Manager (SM) and Service Performance Manager (SPM) in promoting and delivering IS services to the Business. They will be required to develop a good understanding of the Business and build and maintain strong relationships. Job outline; Assesses and approves changes relevant to the business unit.
Identify and minimise impact of unplanned outages to the business unit, managing the expectations and planning of restoration of service with the business users and managers, through liaison with the relevant support teams and third party suppliers.
Assist in the implementation and monitoring of SLAs and service schedules.
Provide a liaison service between the business customer and IS to support the service management team in developing and improving customer relationships.
Co-ordinate the collection and provision of service level performance data for use by the service management team in customer and business communication and service reviews.
Provide priority information to Incident Management for major incidents and to Problem Management for problems.
Assist in the identification and proposal of service improvements for infrastructure and service changes and contributes to definition of service roadmaps. The role requires strong interpersonal and negotiation experience, and demonstrable skills in written and verbal communication to appropriate levels within the organisation.
Preferably, experience of working with ITIL or qualified (Foundation level), consolidated by practical experience one or more service management disciplines.