Request Analyst

Reporting to the EUC Manager, the Service Request Analyst is an excellent team player and communicator who will work primarily with members of the End User Computer (EUC), Stores and Asset teams to ensure the success of the services delivered into our customer.,

• Accepting and assigning tickets and tasks in the ITSM toolset


• Tracking and monitoring tickets through their lifecycle to support delivery within SLA


• Engaging with individuals, team leaders and managers to produce reports and support the process


• Providing updates to the customer or management as needed


• Managing customer escalations and queries through to completion.


• Creating or updating process documentation as needed


• Updating the status of individual assets as necessary in the Asset Management Database


• Management of the Request billing process


• Contribute towards the fulfilment of Service Requests and delivery of IT equipment to customers
  
  Customer facing experience and customer service skills. A passion for excellent customer service.


• Ability to manage multiple tasks in an accurate and timely manner, often against deadlines


• Ability to communicate effectively at the appropriate levels, internally and externally with customers


• Accomplished written and verbal communication skills


• Intermediate Word and Excel skills


• Ability to create and maintain documentation


• Able to carry out manual handling operations as required (primarily for ad-hoc stores cover and audit activities)
  
  SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
  
  Salary Package: Competitive plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am - 5.30 pm, Monday - Friday
Interview Process: 2-stage process

Why SCC?

• An inclusive workplace


• Excellent package: solid basic and company benefits


• Hybrid working & core hours in line with role requirements


• Career development and life-long learning opportunities


• Opportunity to join Europe's largest privately-owned IT Company