Service Analyst

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Service Analyst Main Purpose : The Service Analyst is an IT support professional with technical capability to help resolve colleagues IT related issues via email, phone, remote access or in person. To work with toolsets such as our Protections IT's service desk and other IT management applications ensuring information entered is accurate and of high quality. To assist and support colleagues in the IT Services Team to deliver a highly effective, premium customer service. Core Accountabilities : -Processing support ticket (Incidents and Service Requests) through their lifecycle-Resolving access related problems such as password, account lockouts etc -Assisting with, planning, and undertaking scheduled maintenance and upgrades governed by Change Control (Change Enablement) -Setting up accounts for our staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in-Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported.-Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes.-Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk -Liaising, supervising and assisting visiting engineering and technical staff.-Progressing colleagues' Service Requests, according to the our Protection guidelines and protocols -Maintaining records for software licenses, consumables, and other supplies-Contributing to the development and the implementation of Service Management processes and other continuous Improvement activities alongside the management team-Manage Change Request and Transition related tasks though the lifecycle for the IT department and external suppliers according to guidance and protocols.-Entry, maintenance and administration of ‘CMDB' type data (eg Hardware Asset related data) -Assist in the creation and production of service reports. -Provide support to IT Services leads and undertake activities as directed. Key Outputs / Results : -Demonstrate part in the high performing operation of the Company's IT ServiceDesk function.-Work with internal and external resolution teams to resolve Incidents and Service requests within agreed SLAs.-Ensuring Communication to our colleagues via the Service Desk tool is clear and well presented.-Contributing to route case analysis, validation of data accuracy and reducing discrepancies-Accurate records of various Company Protection IT assets onsite and for users registered to that site. -Answer queries and questions from the business and IT management and responding to any escalations ensuring service continuity.-Work with our Change Management and other IT suppliers to ensure the effective delivery of changes. Support IT Service management in any supplier management activities-Provide the effective communication and work patterns to ensure collaborative and efficient working with other Service Analyst(s) onsite Key Relationships : Member of the UK and USA based IT Service Support Analyst team Business process ‘Super Users' and business operational managers Internal IT Service and project delivery teams External 3rd party supplier support teams and supplier managers-IT Leadership Team membersEssential Knowledge : ITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks Broad business and technical awareness of Microsoft, Network Infrastructure, Security and application technologies, alongside end user devices Sufficient level of IS / IT business awareness Working knowledge of the Avon's chosen service management tool or other comparable Service desk toolsets -Knowledge of reporting methodologies and good communication skillsTechnical Skills : Good communication skills (written and aural) Good technical configuration in the Company's chosen service management package Good level of understanding of Office 365 and other end user technologies and devices-High level of expertise in providing IT support face to face, over the phone and via ROTS Successful Experience : Experience in an IT service team role in an SLA governed environment Experience of working in a Service Management team Experience in Reduction of Incident / Problem volumes & Service Improvement and / or Continuous Improvement activities Experience of providing support in a manufacturing environmentCompetencies : Thinking for the business Ownership of personal contribution to IT and the business' success Commercial awareness Time management & prioritisation Developing self and team members Clear communicator Detail orientated and diligent.-Customer focusCompensation depends on experience but is typically 45k-55k annually ABOUT KORE1Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.Kore1 provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kore1 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Kore1 expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Kore1's employees to perform their job duties may result in discipline up to and including discharge.