Senior Service Analyst (Manufacturing)

Role: Senior Service Analyst
Location: Maidstone, Kent
£Competitive + Company Bonus & Benefits
Hours: Monday to Friday 8:30 am until 4:30 pm (37.5 Hours)

Our client, a leading international manufacturer, is currently recruiting an experienced Senior Service Analyst to join their site in Maidstone.

This is an exciting opportunity to join a growing team within this newly established vacancy.

As a Senior Service Analyst, you will report directly to the local Service Desk Team Lead working closely with other colleagues to service impacting incidents and to fulfil requests.

Knowledge of supported services and team responsibilities will be required to effectively manage escalations and reassign incidents and requests for faster resolutions.



Duties include:
- Deliver day-to-day activities for Incident Management, Request Management, and Service Desk processes whilst following the documentation available to support these activities.
- Collaborate with service analysts across all business functions to meet and where possible exceed agreed Service Level Agreements (SLAs)
- Support and lead quarterly site Service Reviews, presenting SLA reports and collaborating with business stakeholders to optimise site services.
- Follow up on end customer survey feedback to establish opportunities for future CX improvement.
- Recommend and where applicable deliver continuous improvements to operational procedures.



What we are looking for:
- Experience in Service Management or an end-user support role in a fast-paced industrial or manufacturing industry.


- Practical knowledge of IT Service Management systems and processes and the associated frameworks (ITIL or Similar)
- Experience in PowerShell / Automation Scripting, Apple IOS / Change & Request Management, Problem Management and updating technical guidance and knowledge base documentation.
- Technical knowledge of AD for user and computer management.
- Basic knowledge of Networking, WAN and LAN technologies.
- Technical knowledge of client and service OSs and Microsoft Office applications.
- Knowledge of Backup and Restore processes.
- IT Operating Model change experience.
- Experience in dealing with customers, providing telephone and remote virtual desktop support.
- Service performance measurement and reporting skills.
- Experience in communicating effectively and working as part of a team.
- Good business communication skills.

Benefits:
- On-site gym
- On-site canteen
- Competitive pension package
- EAP Schemes
- Wellbeing days

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Thank you.

KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.

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