Service Management Analyst - CSAT - Customer Service

Service Management Analyst - CSAT - Customer Service

My client is looking for a Service Management Analyst dealing with:

(1) Customer Complaints, Comment and Compliments

(2) Managing monthly analysis of CSAT data and producing LT slides to support insight

(3) Working with Service Improvement Team on Customer Perception Scorecards

(4) AskIT Logistics organisation and management of materials.

ROLE REQUIREMENTS:

Monthly analysis of the IT Customer Satisfaction data, including preparation of slides and insight information

Supporting the monthly process of collection and re-distribution of our Customer Perception Scorecard data - Dealing with customer complaints, compliments and comments, daily contact with customer, managing these items in our customer facing tool. - Daily communication with Service Managers to work on customer feedback - Working on Service Catalogue requirements to analyse what the business need and work with technical team to translate that into a catalogue item that can be built in our ITIL ServiceNow system. - Working with the Service Request team to monitor progress of requests and drive initiative to reduce the backlog of Aged Requests.

ESSENTIAL SKILLS:

The ability to link between the technical and customer facing aspects of the role

Excellent experience of the Microsoft Suite

Ability to communicate with customers to own, drive, and resolve queries

Very customer focused person with ITIL knowledge or background if possible

Very good Excel skills including pivots etc and PowerPoint skills

Business Analyst skills but prepared to do general Admin activities also