analyst Belfast, Northern Ireland
Job description
About us
We believe in the power of ingenuity to build a positive human future in a technology-driven world.
As strategies, technologies and innovation collide, we create opportunity from complexity.
Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.
An innovation and transformation consultancy, we are over 3,200 specialists in consumer, defence and security, energy and utilities, financial services, government, health and life sciences, manufacturing, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Europe, and the Nordics.
PA. Bringing Ingenuity to Life.
Do you like understanding people and creating great experiences for them? Can you find potential for improvement in situations? Could you help us develop robust and resilient support processes for our global customer base. Our Customer Service team based out of Belfast delivers end to end support from PA Products and Platforms across the globe.
As part of the first-line response team you are provided with on-the-job training to be able to, triage incidents and enquiries, resolve common queries and how to seek advice on escalating more serious issues. There is a great support network within the within the team, with all members encouraged to lean on and support each other. You will get to work with products and deep specialists in their field across a range of exciting capabilities and industries as part of team to bring ingenuity to our clients.
The Customer Service team can be the first step to starting your career at PA. We believe in equipping our Service Desk Analysts with the tools and techniques to enable them to develop the skills necessary to progress and pursue their career ambitions, in the direction you wish to.
Access will be provided to our training platforms so team members can enhance and grow the skills needed. Typically, within their first two years our team members have found the specialism that they love and have moved into other areas of the department, with some moving into consulting within the wider organisation.
Note: As the team provides support across the globe, applicants should be available to work in varying shift patterns covering hours between 07:00 and 19:00 (GMT) as well as a weekend shift, working on a rotation.
Role Expectations
Triage incidents and enquiries for our clients and be accountable for the escalation and response to the client while working across the multi-disciplinary team
Work with the technical specialists to identify solutions and ensure the customer is informed at every stage
Embody the purpose and customer obsessed values of PA Consulting and our products through your representation to the client
Knowledge of experience managing incidents in ITSM ticketing systems
Analytical mindset to identify repeating issues
Liaising with and delegating tasks to relevant teams for escalation
Qualifications
Knowledgeable of ITIL
Knowledge of experience managing incidents in ITSM ticketing systems
Troubleshooting and analytical triaging/support
Liaising with and delegating tasks to relevant teams for escalation
An enthusiasm for any of the following:
Obsessed with providing the highest standard of customer experience
Curiosity for learning more about technology and industry
Problem solving, proactive attitude
Excellent listening, verbal and written communication skills
People centric culture
Additional Information
Inclusion & Diversity
We believe that diversity makes us a stronger firm and look to employ people with different ideas, styles and skill sets. This diversity stimulates a rich, creative environment – one in which our people develop, and our clients enjoy enduring results. We’re committed to recruiting, promoting and rewarding our people solely based on their ability to contribute to PA’s goals, without regard to their sex, race, disability, religion, national origin, ethnicity, sexual orientation, age or marital status.
Should you need any adjustments to the recruitment process, at either application or interview, please contact us on [email protected]
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