Technical Services Analyst

Job Description

Technical Services Analyst - Permanent - London / Hybrid - Up to £43,500 per annuum\n\nResponsibilities\n\nFirst point of contact for our customers and suppliers for service and technical support.\nManaging as directed, all support related activities and tasks received into the Digital Ticketing Service (DTS).\nSupport and learn all aspects of the day-to-day operation of the Service Desk. Operate the key processes of Event Management, Incident Management, Problem Management, Service Request Management, Knowledge Management within the ITIL framework\nManaging customer and vendor queries received via email, telephone or the customer portal, logging, assigning, and managing them in the Service tool ServiceNow\nInvestigate and resolve incidents, service requests where possible or escalate them if they cannot be resolved within the agreed timescales\nManaging the end-to-end processes including consulting with suppliers and technical resources, keeping customers appraised of progress and documenting where required solutions for internal and external use\nMaintain the 'DTS Service owned' documentation, reference data and respond to workflow requests in a timely manner to meet business requirements\nDevelop and maintain effective relationships with customers, internal departments, and Third-Party Suppliers\n\nRequired Experience\n\nIdeally experience and knowledge within the transport industry, specifically rail\nUnderstand and support Problem and Change Management processes.\nUnderstand the benefits of Service Improvement management and delivery.\nExcellent problem solving and analytical skills.\nMust be technically proactively minded and willing to learn\nBe competent in document management and the use of Microsoft Word and PowerPoint\nMust have prior reporting skills and Microsoft Excel experience.\nExperience in identifying, managing, diagnosing, and resolving technical issues related to, interfaces, APIs security, (compliance, TLS, certificate management).\nUnderstand, cloud platforms, web applications and related software\nHave awareness and understanding of digital ticketing technologies\nEnthusiastic and able to work in a pro-active and independent manner.\nExcellent communicator, written and verbally. with an ability to build good working relationships\n\nTechnical Services Analyst - Permanent - London / Hybrid - Up to £43,500 per annuum\n\nIn accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.\n\nDGH Recruitment Limited acts as both an Employment Agency and Employment Business