Service Support Analyst - Sports

I’m interested


Leeds - City Walk

Contract type


Job description

As a Service Support Analyst you’ll be responsible for providing 1st, 2nd and 3rd line support to all internal and external William Hill IT users.  You’ll manage all issues from receipt through to resolution within defined service and operational levels on behalf of the user. You’ll work closely with the Problem and Incident teams to resolve and prevent re-occurrence of issues.


In this role, you’ll:


·         Make sure ITIL processes are adhered to

·         Record and respond to incidents and service requests from the business, suppliers and service teams within agreed operational and service levels

·         Follow the defined current Service Desk, Incident and Request fulfilment processes

·         Implement techniques of incident and problem matching to restore service quickly by applying known error workarounds

·         Retain ownership of more serious issues, managing 3rd line support and external suppliers, keeping affected parties informed of status and progress

·         Provide full incident closure details including root cause analysis

·         Help diagnose the cause of the incident through a structured process of investigation with internal and external support teams

·         Work closely with technology colleagues to make sure incidents are resolved effectively as quickly as possible and to prevent root cause analysis

·         Work with the Service Desk Manager to embed a customer service culture in the team

·         Take ownership of assigned incidents providing clear jargon free communication as required to other service disciplines and business users

·         Initiate the required change process to implement agreed workarounds and raise the necessary requests for change

·         Produce statistics and reports as required

·         Maintain a strong customer focus, managing expectations as required

·         Effective management of 3rd party suppliers

·         Forge strong relationships with colleagues and key stakeholders in the business

·         Maintain a strong customer focus in everything you do

·         Provides support and guidance for all colleagues


We need you to have the following experience and skills


·         Experience of working within a support environment

·         Experience of working in ITIL aligned environments

·         Good supplier management skills to co-ordinate the support activities of internal and external support providers

·         Strong customer focus, establishing effective relationships with key stakeholders

·         Credible communicator and influencer, adapting style as appropriate

·         Proven problem solving and analysis skills

·         A degree (or equivalent) in an IT discipline

·         ITIL V3 Foundation certification

·         A broad understanding of UNIX administration, SAP MM and SRM, SQL and Microsoft  Applications (Windows 7, XP, 2000)

·         3rd line support experience

·         Experience of transitioning new projects to the support as a part of support handover

·         Manage stakeholders and third party suppliers

·         You’re resourceful, flexible, dedicated and highly motivated

·         You are customer focused with excellent relationship building skills

·         You can communicate effectively with all levels and cultures


We’re offering a basic salary of £27k - £32k + bonus + benefits

Closing date 29th November 2017