Escalation Analyst | Vacancies | SearchDATA Group

Job Reference:

Department: Legal 

Location: London

Working Hours: Monday to Friday (09:30 – 17:30), at least 3 days a week from the office.

Salary: Competitive

Are you an experienced and proactive IT professional with a talent for problem-solving? We have an exciting opportunity for an Escalation Analyst to join our client’s dynamic team. As an Escalation Analyst, you’ll be the go-to expert for resolving complex IT incidents and problems reported by their Service Desk team. Your expertise and troubleshooting skills will ensure that their IT operations run smoothly, keeping their customers satisfied.

Why Join Them:

World-Class Customer Service: They pride themselves on providing top-notch customer service to their end-users. As an Escalation Analyst, you’ll play a crucial role in ensuring their time-starved users receive prompt and efficient support.

Ownership and Initiative: They value individuals who take ownership of incidents and requests, putting their customers’ interests first. You’ll have the freedom to use your initiative and solve problems creatively, making a real impact on their operations.

Collaborative Environment: You’ll work closely with technical analysts, the service desk, project teams, and various departments across the company. Your collaborative approach will help them maintain a high-quality end-user experience.

Building Relationships: In this role, you’ll have the opportunity to build strong relationships with third-party service providers. You’ll escalate incidents and monitor progress, ensuring service level obligations are met.

Project Involvement: You’ll be part of a team responsible for successfully delivering IT and business projects. Your contribution will help enhance their IT capabilities and services.

Key Responsibilities:

  • Conduct in-depth analysis of escalated incidents, identifying root causes and implementing effective solutions.
  • Collaborate with cross-functional teams to swiftly resolve major IT incidents, minimizing disruptions to their business operations.
  • Develop and maintain detailed documentation of incident resolutions, known issues, and standard operating procedures (SOPs).
  • Run problem management meetings aligned with ITIL practices, facilitating data-driven discussions and trend analysis.
  • Prepare high-quality ITSM reports to support effective problem management and decision-making.
  • Identify trends on escalated tickets and provide training and mentoring to their Service Desk team as needed.
  • Proactively identify areas for improvement within their IT Operations, proposing strategies to enhance system performance and reliability.
  • Contribute to the planning, implementation, and maintenance of IT projects, including upgrades, migrations, and deployments.
  • Stay up to date with industry trends and emerging technologies, providing recommendations for continuous improvement of their IT systems and processes.
  • Ensure adherence to key ITSM processes and ITIL best practices while handling incidents, major incidents, problems, changes, and service requests.

Required Skills and Experience:

  • You have a strong background in a senior service desk or escalation role, dealing with complex technical escalations.
  • Your experience includes problem management, familiarity with ITIL-aligned processes, and producing problem reports.
  • You excel in maintaining ownership of incidents and problems, effectively communicating updates across different departments.
  • You have excellent time management skills, allowing you to handle multiple issues concurrently.
  • Experience with end user performance monitoring platforms like Lakeside SysTrack is a plus.
  • Proficiency in using Microsoft Intune for managing end user devices, including laptops and mobile devices, is highly desirable.
  • You bring a high level of professionalism to your work and thrive in a challenging and demanding environment, prioritizing customer satisfaction.
  • You have a keen interest and understanding of Microsoft products and business applications, preferably in the legal or professional technology services sector.
  • Familiarity with industry-leading IT Service Management platforms and key ITSM/ITIL processes is a strong advantage.
  • Your communication skills are excellent, allowing you to engage with stakeholders at all levels and build productive working relationships.
  • You have experience working in dynamic project teams, collaborating with both IT and business stakeholders.
  • Your written communication skills are highly developed, enabling you to produce detailed and user-friendly documentation for various audiences.

Join their team and enjoy a competitive salary package while benefiting from their commitment to agile working arrangements. They are dedicated to supporting their employees’ flexible working needs.

If you’re ready for a new challenge and have a knack for resolving complex IT issues, we invite you to apply for the position of Escalation Analyst. Make a difference in their IT operations and contribute to the success of their customers. Submit your CV and a cover letter highlighting your relevant experience and qualifications today.

Apply Now