Technical Service Analyst/Service Analyst

Job Description

Technical Service Analyst/Service Analyst

A fantastic opportunity has arisen for a Service Analyst to join our London based client in a permanent position.

Summary:

The primary objective of this position is to be responsible for managing customer enquiries and incidents regarding the functionality of Smartcards. Communicating with both internal and external suppliers, as well as the customers, to assist with the completion of the enquiries/incidents, including the administration and maintenance of the ServiceNow platform.

Key Responsibilities:

1. Incident, Problem & Service Request Management - Monitor the performance of digital ticketing services, diagnose issues, and ensure timely resolution.
2. Stakeholder Collaboration - Work closely with technology partners, train operators, and regulatory bodies to enhance service performance.
3. Process & Documentation - Maintain technical documentation and contribute to service management processes.
4. Service Improvement & Change Support - Identify opportunities to enhance services and assist with service transitions, ensuring compliance with RDG standards.

Attributes/Skills:

1. Experience in a technical support or service analyst role.
2. Familiarity with ITIL frameworks.
3. Experience with monitoring tools and service management software.

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business.