Service Desk Analyst, SAP Run Services

As a member of our Managed Services team, you will play a critical role in ensuring the delivery of 24x7 services to our clients. Reporting to the Service Desk Manager, your responsibilities will include:

• Logging and progressing Incidents, Problems, Changes, and Service Requests through their respective ITIL process to appropriate 2nd and 3rd line support consultants.
• Supporting the provision of internal and external reporting requirements, including SLA, Aging, and Customer Satisfaction.
• Supporting Service Transition of new clients or projects into Managed Services.
• Using our ITSM Service Desk tools, Jira and Service Now, to manage and report on day-to-day activities.
• Supporting Delivery Managers in providing service to our clients to ensure optimum satisfaction.
• We are looking for a highly motivated individual with excellent communication and problem-solving skills. The ideal candidate will have experience in a similar role and be familiar with ITIL processes and Jira. In addition, the candidate should be able to work well under pressure and be committed to delivering high-quality services to our clients.
If you are looking for an exciting opportunity to join a dynamic team and contribute to the success of our Managed Services business, we encourage you to apply.


• Experience working in a shift-based 24/7 Service Desk environment.
• Ability to engage professionally with customers and colleagues.
• Excellent written and verbal communication and presentation skills.
• Customer-focused approach with a good telephone manner.
• Strong experience with ITSM tools, preferably Service Now or JIRA and JIRA Service Desk.
• Excellent MS Office skills.
• A focus on quality with good attention to detail.
• The ability to create and maintain strong working relationships with other members of the support team and the wider technology organization to ensure the overall function operates professionally and maintains a delivery focus.
• Able to work independently and/or within a team as the work requires.
• Capable of reasoning and thinking through problems and able to develop appropriate outcomes independently and jointly.
• Self-motivated and willing to "do what it takes" to get the job done.
• Strong problem-solving and analytical skills with the ability to clearly communicate and share solutions with fellow team members.
• Experience dealing with third parties and methodologies such as SIAM.
• ITIL v3 Foundation qualification or older, or equivalent.
• Understanding of GDPR compliance.
• The capability to comply with corporate policies, processes, and standards.
  
  The Deloitte's SAP Run strategy is to be the market leader in supporting SAP-enabled transformation. We are currently recruiting Service Desk Analysts into our Port Talbot Managed Services Service Desk. You will be part of a fast-paced, entrepreneurial team responsible for delivery to a growing number of Managed Services clients.
You will be key to the delivery of frontline Support Services within Deloitte's SAP Run Managed Services team. Collaborating with other team members and Delivery Managers to ensure Incidents, Problems, Changes and Service Requests are logged and progressed through their respective ITIL process by our support consultants aligned to required Service Levels. Connect to your career at Deloitte Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more. What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. 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