Service Desk Analyst - Unified Support - IFS

Job Description:

The Service Desk Analyst manages the full lifecycle of all cases which relate to the provision of support, maintenance and cloud service activities for commercial IFS customers. The Service Desk Analyst therefore plays a critical role in forming customers’ perceptions of IFS and our services. Sitting within Unified Support Service Operations, they are also the initial point of contact for all case escalations and any emergency assistance requested via phone, email and the IFS Service Center.

The ideal candidate is a clear and concise communicator, problem solver, and quick learner and has a drive to deliver outstanding customer experience to our customers with every engagement they make.

Duties & Accountabilities:

• Operational Duties 
• Triage and validation of new incoming cases 
• Providing first contact resolution using your own experiences, skills, knowledge, and any other accessible resources available to you 
• Identify knowledge gaps and drive the creation of new KBAs through the resolver groups to enable more first-contact resolution opportunities 
• Where a first-contact resolution is not possible, route cases to appropriate resolver groups 
• Receive and process all case escalation requests made via phone, email and the IFS Service Center 
• Customer bridge call initiation and introductions for P1/P2 case escalations on behalf of the resolver 
• Case coordination and communications for P1 situations on behalf of the resolver 
• Cross-case coordination, event bridge management and customer communications for Major Incident situations 
• Receive and process all case priority change requests 
• Manage case resolution rejections by customers, when it is required to re-engage the resolvers 
• Manage reminders for customers where they need more time to complete their actions 
• Monitor resolver group responses and resolution actions to ensure SLA/KPI adherence on all in-scope cases 
• Monitor the quality of case progress updates by both the service desk and the resolver groups to ensure the quality of communication is assured 
• Single point of contact to create/update cases where customers interact with IFS via the phone as part of the heritage P1 emergency support service.

Qualifications:

To be successful in the role, you will:

• Be fluent in interpersonal and communication skills in the English language, both written and verbal skills being essential to the success of this role 
• Be an effective collaborator with others regardless of function Be accepting of responsibility, accountability, and ownership 
• Be committed to delivering on deadlines and other targets 
• Have a strong ability to be pragmatic, structured, forward-thinking, and dependable 
• Be calm under pressure Act by example and set the tone 
• Understanding other parties’ needs and balance stakeholders 
• Manage own time efficiently and effectively Be able to bring individuals across resolver groups together to deliver a delightful customer experience 
• Be flexible to work to deadlines and needs of the role 
• Have problem-solving skills and the ability to change approach based on information gathered during the process 
• Have strong organizational skills and ability to multitask 
• Have the ability to negotiate with a possibly unfriendly customer to reach mutually acceptable results 
• Have a natural ability to live the IFS Corporate values of Agile, Collaborative, Trustworthy

Qualifications & Experience:

• Degree in IT, Business Management or related discipline
•  At least two years experience in enterprise or cloud service delivery 
• ITIL v3/4 certification will be of major benefit 
• Experience using ServiceNow or a competing service desk product operated to ITIL convention 
• Experience working in a modern knowledge management tool with KCS practices such as ServiceNow, Confluence 
• Experience working in a service desk environment 
• Customer service experience.

Technical Skills:

• Basic desktop user IT skills 
• Basic understanding of ITSM or ITIL 
• The ability to understand and follow technical documentation such as Standard Operating Procedures and FAQs written in English

Working Environment:

• The role requires delivering operational duties via a 24 x 7 shift operation The role includes remote and flexible working as part of its role

Additional Information:

• We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.