ROLE OVERVIEW The Senior Analyst role provides team lead management and support to the UKI Service Desk.
This is a key role that ensures operational excellence across the team's suite of services.
At the heart of the Service Desk, this role links the team, our support staff and customers together to deliver first-class reservations, events and office support services.
CANDIDATE PROFILE You place the customer at the heart of everything you do.
You are passionate about delivering results.
You love people and the opportunity to see them succeed.
You see the bigger picture and you are great at simplifying and solving complex problems.
You are approachable and like to listen.
You take responsibility seriously yet positively.
People enjoy being around you, your attitude is infectious.
You are confident and take pride in what you do.
You enjoy developing and teaching others.
You have the ability to work autonomously on your own initiative either independently or as part of a team.
You are a quick thinker with a "can do" attitude and possess strong organization skills and attention to detail.
RESPONSIBILITIES AND ACCOUNTABILITIES Operational Management Act as the team's key point of contact for all stakeholders in line with business requirements.Proactively manage Space by identifying trends, customer behaviors/challenges, and implementing innovative solutions across the team.Own all team workstreams and fairly distribute and manage workflow with the Analyst Team.Provide key stakeholders with relevant UKI Service Desk reporting.Support the CL9s in the delivery of services where relevant.Support delivery of projects, as directed by the CL9s within agreed timescales.Provide cover for CL9s and Service Desk CL10s as required.Escalate operational issues to the line manager where appropriate.Ensure daily tasks and responsibilities are achieved by the Analyst Team in line with SLAs.Quality review team communication and tasks to ensure service standards.Monitor and assess SLAs across the team onshore and offshore.Assess existing processes and actively review for improvements and efficiencies.Recognize and escalate issues, quality, or scope issues to Service Leads in a timely manner.Space Management Ensure adherence to Global Space Management guidelines.Liaise with Real Estate and Location Services Specialists to facilitate all requests in line with principles and agreed SLAs.Engage in detailed space planning and maintain in-depth knowledge of our space portfolio to meet customer and business requirements.Implement timely documentation and systems updates.Continuously monitor and review space allocations to preempt delays or issues.Be the SME on associated platforms and tools used to efficiently deliver day-to-day service.Apply trend analysis to service challenges and communicate findings to Management.Coordinate with various in-house teams and vendors to offer a seamless customer experience.Team Duties Motivate and strategize to meet efficiency, productivity, and consistency targets.Identify training and development needs for the team and deliver training sessions as required.Ensure adequate cover in line with current resources and recommend future resourcing requirements to the Line Manager.Create an engaging work atmosphere by planning group activities, huddles, and team-building exercises.Lead in-office days ensuring appropriate space is provided for the team.Deliver training to existing and new team members and support teams as required.Share knowledge and best practices with others.Own training and operational documentation to reflect changes in the space portfolio.Promptly escalate any wellbeing or conflict concerns to CL9.Perform regular checks and 1:1 sessions with Analysts to discuss performance, training needs, and career development.Be the first point of escalation on HR-related matters and concerns.Customer Relationship Management Build effective working relationships with key customers, stakeholders, and partners.Actively seek out and respond to feedback to deliver a high level of customer service.Train and identify challenges with the Analyst group in customer relations as they arise.Quality check Analyst communication with customers, identify training gaps, and implement knowledge sharing/training to improve customer experience.The ideal candidate will possess the following skills and attributes:
Office OperationsIT LiteracyPeople ManagementFinancial ManagementCommunicationCustomer ServiceFlexibilityDrive and MotivationInformation SeekingPlanning & OrganizationProblem SolvingTeamwork
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