Reporting Analyst

Key areas of Responsibilities:

  • Creation of monthly service management reports within the Delivery Services department.
  • Identify trends and efficiencies in service delivery.
  • Administer Field and OSS team’s monthly expenses.
  • Compile and govern Field and OSS monthly overtime submissions.
  • Record department expenditure and provide budget governance.
  • Report on team performance.
  • Audit end to end ticket process and ensure compliancy with the customer’s standard process.
  • Attend and contribute to customer service reviews.
  • Understand the end to end ticket process for all contracts, work with the Head of Delivery Services and Account Managers to understand process efficiencies.
  • Support team members during peak work volumes and periods of annual leave within the Back Office.

Objectives:

  • Innovative approach to monthly reporting.
  • Work with Management Team to develop and measure departmental OLA’s and KPI’s.
  • Contribute to the departments ongoing quality assurance targets.
  • Actively promote the business core values.

Experience/Qualifications:

  • Good written, verbal and analytical skills.
  • Able to work in a fast paced environment.
  • 5 GCSE’s at least grade C or above.
  • Good working knowledge of ITSM toolsets.
  • Previous experience of completing management reporting.

 

Location: Croydon

To apply for this position, please send us an email.