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MI Analyst - Service Desk Forecast & Planning

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MI Analyst - Service Desk Forecast & Planning

  • Location

    Irlam, Greater Manchester

  • Sector:

    Commercial

  • Job Type:

    Permanent

  • Salary:

    Up to £33000 per annum + excellent benefits & career path

  • Contact:

    Lisa Carew

  • Contact email:

    lisa.carew@nmsrecruit.com

  • Job Ref:

    FA7535_1668612320

  • Published:

    17 days ago

  • Expiry Date:

    2022-12-16

A fantastic opportunity has arisen for an MI Analyst to join this rapidly growing business.

You will be responsible for leading the companies Service Desk Management Information and reporting against key metrics which support Service Operations. You will own the creation of any Service Operations Reports to meet the needs of our customers. Able to support a great team environment, friendly and hard working. You will report service performance to the Director of Customer Operations and management team, highlighting any areas of improvement along with adding commentary to supporting your findings.

You will play a key role supporting Communication Providers in managing order provisioning sequencing along with ensuring data is provided to allow them to communicate to their customer. You will have a range of responsibilities including all Provision & Assurance reporting activities, along with Service Delivery processes including Incident, Problem & Change.

Responsibilities include:

  • Determine the most appropriate means of identifying, capturing, and processing information required to meet business objectives, specifically around the service experience.
  • Provide support and guidance to colleagues to understand activities carried out within Service Operations.
  • Innovate the creation and maintenance of any new and existing reports to meet the customer needs and in relation to our contractual service level obligations.
  • Work closely and collaboratively with internal departments to ensure Service Operations meet all reporting requirements and deadlines.
  • Able to report commentary to trends or anomalies to Management.
  • Drive continuous improvement of processes.
  • Provide Service Delivery Manager & Service Assurance Manager with data insights in a presentable format and to meet the customer's needs. Insight should give visibility into the performance as well provide suggestions of improvements which could be made.
  • Working to achieve SLA's, quality standards and other KPI's agreed.
  • Effective time management ensuring tasks are effectively complete with agreed time frames.

This role offers a basis salary of up to £33K plus bonus including excellent benefits including bonus, generous pension, holidays and private medical insurance.

To be suitable for the role you will have

  • Excellent skills on Microsoft applications
  • Experience of working within a Service Support Environment
  • Using Service Desk applications
  • Good communication, organisation and team working skills.
  • Customer focused with a professional outward attitude.
  • High attention to detail and quality
  • Be able to communicate effectively and professionally with internal and external clients.

Email your CV today to be considered for this great opportunity - if you do not hear within 5 working days please assume you have not been successful.

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