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The primary objective of an IT Analyst is to ensure the successful setup and support of solutions for all customers (both internal and external), ensuring a quality customer experience.
Identifying and implementing service, process, and product improvements.
SLAs & KPIs – Adherence to all internal and external SLAs and KPIs. You will also be expected to contribute to the definition, tracking and reporting of the teams’ internal SLAs and KPIs and will also be expected to contribute to the definition of external SLAs and KPIs.
Remote weekend cover on a rota basis (1 in 4)
Support BAU requests related to product configuration, authorisations, clearing, settlement, billing, invoicing, reconciliation, and customer support queries.
Produce monthly analysis and statistical reporting.
Skills and Knowledge
Previous IT Service experience and the appetite to learn
Good time management, attention to detail, clear communication, and good interpersonal customer service skills
Self-Motivated, a quick learner and multi-tasker with the ability to work independently and as a team.
Flexible in approach to work
Experience working with Windows operating systems and Office 365.
Good English literacy and language skills, translating technical into plain English.
A trustworthy individual who is not afraid to ask for help if needed.
Confident decision-maker and able to demonstrate sound judgement.
Structured, organised and comfortable handling the competing pressures of immediate queries alongside day-to-day tasks.
Desire and experience to improve processes and controls using your creative thinking.
Good analytical skills.
Good at problem solving including identifying, analysing and solving problems of behalf of customers