Integration Analyst - Davies Consulting

Jobs via eFinancialCareers; London; Remote; GBP 40,000 - 70,000; Full time

Job description

Service Operations Integration Analyst

Davies Consulting London, United Kingdom

Service Operations Integration Analyst

Application Deadline: 31 March 2025

Department: IT

Employment Type: Permanent - Full Time

Location: Home United Kingdom

Description
As a Service Operations Analyst, this role requires a technical support specialist to serve as a Subject Matter Expert for the IT service(s) to which they are aligned. Whilst you will have your own specialization, you will also have the capacity to provide support for other services as needed.

This role will actively engage with customers, especially during the onboarding of new services, applications and/or customers. The role involves fostering strong relationships and providing continuous support throughout the implementation phase, ensuring a smooth experience for customers as they adapt to new services.

Identifying gaps between current services and new services during the implementation and onboarding phase and addressing those directly whether through knowledge transfers, technical enhancements to support the new service(s) and/or updating process documentation and collaborating with the relevant teams to address those.

You will adopt an automation-first, problem management-focused mindset for ticket management and resolution, focusing on addressing the root cause of issues not just the symptoms and prevent repeat occurrences.

You must have a customer focused mindset for incident and request resolution, focusing on restoring service for impacted customers. You will provide support to major incidents working with the Operational Support Leads and other IT service managers and technical support staff.

For complex issues, you will escalate to the Technical Operations team ensuring that all key information is collected to enable an effective handover between support teams. You will work with the Technical Operations team to identify enhancements which can be made to be able to resolve issues within the Service Operations team without requiring escalation.

In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance processes and procedures for overall efficiency and effectiveness.

Key Responsibilities

• Ensuring rapid resolution of incidents and requests with a customer service focus
• Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
• Reduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issues
• Liaising with other business and IT Teams where necessary to implement permanent fixes and solutions
• Manage business communications relating to your service(s) throughout the lifecycle of any issue
• Support the onboarding of new services and customers to ensure smooth transitions into live service

Skills, Knowledge & Expertise

• Experience working in a large organisation providing Enterprise IT support
• Experience working with ITIL processes for service management
• ITIL V4 foundation (v4 or above)
• Technical experience of administration and support of some or all of the following technologies
• Windows servers (2016 and above)
• Windows desktop OS (10 and above)
• Mobile device management (e.g. Intune)
• Active Directory / EntraID for user/group management
• Microsoft 365 (Office, Teams, SharePoint, OneDrive)
• End user devices (laptops, mobile phones, printers)
• Understanding of LAN/WAN networking and firewalls

Job Benefits
Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:

• Reward platform - discounts for over 800 retailers
• 25 days holiday (rising with service)
• EAP with virtual GP
• 2 x paid volunteering days
• Enhanced maternity and paternity leave policies
• Fostering friendly and fertility support employer
• Pension - matched contribution up to 5%
• Life Assurance (4 x basic salary)
• Development, training, and professional qualifications where applicable