£28,000-£38,000 – Part Remote / Salford, Manchester
A hyper-growth Manchester based company are looking for an MI Analyst / Service Level Manager to join them. During a period of extraordinary growth, their close-knit collaborative workforce culture has remained, ensuring lots of support surrounding this new position in the team will be available and as a result, offers excellent training and career development opportunities. They offer a flexible working pattern with remote working and a couple of days a week office-based.
You will be leading and developing the Service Desk Management Information, reporting against key metrics to support the Service Operations. Reporting to and working closely with the Director of Customer Operations and management team, you will ensure data is provided to allow communication flow to customers, focusing on Provision & Assurance reports alongside Service Delivery processes such as Incident, Problem & Change.
Strong Excel and Microsoft Applications experience
Excellent communication skills
Ability to take dataset & provide insight and data accuracy
Experience working within a Service Support Environment / using Service Desk Applications
Reporting KPI's / maintaining accuracy of data
What will the key responsibilities be?
Identify, capture, and process information required to meet business objectives, specifically around the service experience.
Innovate the creation and maintenance of any new and existing reports to meet the customer needs.
Work closely and collaboratively with internal departments to ensure Service Operations meet all reporting requirements and deadlines.
Provide Service Delivery Manager & Service Assurance Manager with data insights in a presentable format and to meet the customer's needs. Insight should give visibility into the performance as well provide suggestions of improvements which could be made.
Working to achieve SLA's, quality standards and other KPI's agreed.
Effective time management ensuring tasks are effectively complete with agreed timeframes.
Developing and operating ways of working to ensure data quality.
You will be:
Customer focused attitude with high attention to detail
Able to communicate effectively with internal and external clients, managing and prioritising tasks accordingly
For more information please apply directly or contact Leah Shannon
To apply for this job please visit itjobpro.co.uk.