Service Desk Analyst

Description

Service Desk Analyst

UNLEASH YOUR POTENTIAL

The Service Desk Analyst will work within existing processes to maintain and improve ways which will be integrated and embedded within the organisation. The Service Desk Analyst is responsible for: access management to the CWE, CWE information requests, data reporting for the ecosystem and competitions and, security reports from the ecosystem.

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The Service Desk Analyst plays an integral part in the day to day running of the programme, reporting into the Service and Operations Lead. The Service Desk Analyst role has key, daily interactions with multiple functions and teams. They are a key point of contact for users and for the Service Management and EcoSystem Supply Chain teams. This role will suit an individual with Service Desk and reporting experience.

• Access management - working with both the procurement team and the wider Team Protect to control/manage new and existing users in the CWE. Focus on accurate permission profiles and enabling a smooth onboarding process to facilitate collaborative working via the platform.
• CWE platform management - workspace creation & design, implementing folder structures in line with the needs of stakeholders/teams across the programme
• Regular scheduled reports generated from CWE- weekly and monthly security reports generated and uploaded to assist with monitoring for security breaches and anomalies in regular CWE activity. Over time to look for ways to improve this process with automated anomaly detection / condensing the datasets into consumable reports/graphics
• Streamline the data flow from the ecosystem to the programme, review and improve processes and workflows.
• Condense several datasets into one PowerBI report, run and maintain this report in line with changing reporting needs, requirements laid out by stakeholders from across the programme
• Release management, improving reports with a clear versioning system to track improvements and changes as they come in
• Work with different teams across the programme (Service, Procurement, EcoSystem, Competitions) to meet reporting needs and provide CWE solutions.
• Facilitating the new ways of working processes to analyse and review competition responses.
• Work with the supply chain team to coordinate competition responses
• Assist with onboarding of suppliers
• Managing the delivery of products and systems, including tracking and maintaining activities and dependencies in-line with the schedule.
• Responsible for reporting to internal and external stakeholders.
• Responsible for the integration and cross-collaboration with the Change Management team, covering responsibilities on an as required basis.
• Working with the Service Delivery Team to ensure service requirements are documented, recorded and implemented when new services are onboarded.
• Working with the Data & MI Team to run and maintain 2 reports (weekly refreshes for both), find and resolve issues in the data
• Development of new features/visualisations to meet requirements from Workforce Management
• Develop and mature reporting and data analysis processes on the programme

• Effective communication skills, both written and verbal - with a focus on communicating across teams within a larger programme
• Time management and organisational skills - able to manage several work pieces and varying deadlines
• Experience working with MS Office, Power BI, Kahootz, M365
• Change management
• Process improvement
• Data administration
• Quality assurance
• Data skills - data cleaning, data transformation, keeping business needs in mind to extract value from data sets pulled from various sources and formats.
• The ability to communicate, negotiate and influence effectively, experience of facilitation and/or mediation an advantage.
• Enthusiastic self-starter

• SC level clearance with ability to gain DV should that be required