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Service Analyst

Eingestellt von Thales

Gesuchte Skills: Design, Sales

Projektbeschreibung

Service Quality Controller (9 months FTC/Part time: 24 hours per week)

Primary Purpose of the Role:
The primary purpose of the role is to monitor and manage operational quality of the services provided from the UK Service Centre.

This involves transaction level (Incidents and Service Requests) monitoring to agreed quality checkpoints at the following levels:
Transaction (Incident/Service Request)
Individual analyst (Person carrying out the work)
Team (Team of that the person carrying out the work)
3rd Party
Process/Programme

Additionally the role involves:
Following up escalations to develop the lessons learned process
Identify and recommend process improvements, based on findings from the above
Work/Coach other teams and staff (3rd Line/3rd Parties) to improve adherence to process

Principal Relationships:
UK Service Desk Manager
UK Service Desk Team Leaders and staff
UK Service Centre Management Team
UK Service Centre Team Leaders and staff

Key Responsibilities and Tasks:
Review Incidents to a standard list of quality checks and produce summary of 10 x Incidents from each contract checked by Incident Management to ensure approach is fair - this will create a starting point from which to measure improvements/trends/actions required - To include:
- Incident logged correctly
- Allocated the correct priority
- Passed to the correct resolver groups
- Correct use of suspension
- Receiving updates with regularity that's appropriate to the incident priority
- Evidence of KBase check/submission where relevant

Weekly summary of a defined number of incidents per contract measured against agreed criteria
Suspended incident checks - to ensure SLA start/stop process being adhered to
Scheduled jeopardy checks of defined number of outstanding incidents - Escalate any that are not receiving the required focus.
- Check for:
- Check Bounce count
- Check each call getting focus it needs - If not escalate!
- Process adherence
- Monitor Elancourt Team Performance

Skills

Essential
Able to demonstrate a methodical approach to data analysis and problem solving
To be able to communicate effectively at all levels
Demonstrate ability to see the detail and identify process improvements
Customer focused attitude and desire to provide continual service improvements.
The ability to multi-task, prioritise workloads effectively and be able to deal with a variety of tasks.

Desirable
Process design/ownership ideally in an ITIL environment
To have a commercial awareness

Experience:

Essential
At least 3 years IT Service Management experience, ideally in a multi- tiered enterprise environment supporting at least 4000 users.
Worked within ITIL or process oriented Service Centre

Desirable
Previous experience of work in a similar QA/QC role
Previous experience of using Service Desk Tools, including scripts and SLA monitoring (CA Unicentre Service Desk a distinct advantage).

Qualifications:

Essential
ITIL Foundation certificate (v2 or v3)
Desirable
Higher level Service Management (ITIL) or Quality Assurance qualification

Thales UK
Thales UK touches all of our lives, every day. Our expertise in secure network communications safeguards as many as 3.7 billion BACS transactions, worth around £1 trillion, every year. We are a leader in onboard equipment for civil and military aircraft.

What we do
Thales UK: Aerospace
One of the world's only technology providers serving both the civilian and military markets, Thales UK is a key participant in an extensive range of major aircraft programmes. Guiding, protecting, equipping, tracking, controlling - Thales's technology is making fixed and rotary wing aircraft of all types safer and more efficient, all around the world.

Thales UK: Defence
Thales UK provides armed forces with crucial military technology, including sophisticated Command, Control, Communications, Computers, Intelligence, Surveillance, Targeting Acquisition and Reconnaissance (C4ISTAR) systems. The aim: to provide a cohesive, rapid response capability to protect our service personnel and defend national interests.

Thales UK: Security
Thales is acknowledged as a world leader in the design and supply of mission critical systems for promoting the safety and security of people and places. From complex transport systems to powerful encryption technology, and from advanced telecoms solutions through to full flight simulators, Thales is helping make the world a safer, more secure place.

Thales UK: Transport
Transport networks around the world rely on technology and systems expertise from Thales for safety, reliability and optimised capacity. Our main markets in the UK are urban rail, mainline rail and roads, where our solutions include signalling (train control, axle counters, interlockings, train protection and warning systems, services), supervision and control, integrated communications, security and information management.

What we offer you
At Thales we provide CAREERSand not only jobs.
We value talent and provide growth paths to all depending on the individual skills and abilities to move up the ladder.

With Thales employing 68,000 employees in 50 countries and 43% of all Thales UK roles being filled via internal movements our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields.

Thales UK Key Facts
Each year, Thales registers more than 300 patents
A prominent retailer commissioned Thales to develop a heat-sensing people counter' for use in its 400 stores
90% of all UK credit card transactions are secured by Thales
Over 120,000 Thales Chip & PIN terminals have been installed across Europe
Thales UK has earned 79 Queen's Awards for Technology and Export
90% of our sales are sourced from the UK
7% of our revenue is reinvested in R & D
Thales has invested more than £2bn in the UK within the last 10 years
Thales is the second largest defence systems supplier

Thales embodies many famous companies, including Racal, Shorts Missiles, Pilkington Optronics, Redifon MEL, Thomson Marconi Sonar, Thorn Missile Electronics, Avimo, Helio and others

*Faxing is not our preferred method of application. Please "Apply Now"*

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Marketing/Vertrieb, Medien/Design

  • Skills:

    design, sales

Thales