ITI Group · 2 days ago
Service Analyst
Sheffield, TX
Full-time
Hybrid
New Grad, Entry Level
£0/yr - £30K/yrITI Group is a leading partner for the energy, nuclear, and industrial manufacturing sectors, committed to innovation and transformation. The Service Analyst will manage service tickets, ensuring efficient handling of issues and acting as a liaison between the Service Delivery Team, clients, and suppliers.
AnalyticsIndustrial AutomationOil and GasRenewable EnergySoftware
Responsibilities
Monitor and manage service tickets daily, to ensure that the Service Delivery Team, wider department, and third parties, are prioritising/managing work correctly, and are meeting/on track to meet or exceed service targets
Ensure service tickets are updated and progressed as per process
Demonstrate an ability to work without supervision, e.g. identifying service needs and responding to these, knowing the appropriate actions to take in most cases
Challenge and/or escalate failures in process and/or unsatisfactory performance
Deal with client and/or internal escalations as appropriate
Resolve challenging situations, such as conflicting priorities, or dissatisfied clients. Once sufficiently experienced, you may be required to lead Service Measurement/Reporting/Improvement for specific customers, potentially embracing complicated/exceptional service models
Assist with measurement and reporting
Handle general administrative duties to support day-to-day operations
Communicate with engineers to ensure their assigned tickets are up to date and are making satisfactory progress in alignment with service level targets, policies, and processes
Understand and participate in wider aspects of Service Delivery, e.g. attending the Change Advisory Board (CAB), project handover meetings, Major Incident bridges, Problem post-mortems etc. where required
Understand the relationships with other members of the ITI Service Delivery Team, wider group, and with suppliers, and manage/exploit these accordingly
Participate in the gathering of CSAT (Customer Satisfaction) and NPS (Net Promoter Score) data, its collation, and use in Service Improvement activities
Be motivated to manage and deliver excellent quality services, in a process-driven, structured but varied environment
Take ownership of service improvement items, e.g. problem tickets, changes, challenges to processes etc. where necessary
Assist with rota planning for our on-call services
Have potential involvement with service design, documentation, process reviews and audits etc
Qualification
Required
Proficient with using Microsoft Office and Windows-based software
Fluent in English
Preferred
Basic knowledge of the ITIL framework in Service Management
Basic knowledge of the ISO 20000 standard in Service Management
Some experience in a customer-facing role
Honours degree in a relevant field
Benefits
25 days annual leave, 8 Bank Holidays, plus the ability to buy and sell up to 5 days per year
Flexible start and finish times, including flexi-Fridays
Competitive Employee Referral Award Scheme
Private Medical Insurance
Life Assurance
Pension
Payment of professional membership fees
Healthy Extras - Employee Assistance Programme, access to a practising GP, Confidential Advice
Enhanced family friendly policies
Company
ITI Group
ITI Group is a leading international, independent, progressive systems integrator dedicated to helping businesses worldwide advance towards a safer, more efficient and sustainable future.
Founded in 1972
201-500 employees
H1B Sponsorship
ITI Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (2)
2022 (7)
2021 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase