Service Desk Analyst, SAP Run Services, Consulting, Port Talbot Port Talbot, Wales
Job description
Connect to your Industry
The Deloitte's SAP Run strategy is to be the market leader in supporting SAP-enabled transformation. We are currently recruiting Service Desk Analysts into our Port Talbot Managed Services Service Desk. You will be part of a fast-paced, entrepreneurial team responsible for delivery to a growing number of Managed Services clients.
You will be key to the delivery of frontline Support Services within Deloitte's SAP Run Managed Services team. Collaborating with other team members and Delivery Managers to ensure Incidents, Problems, Changes and Service Requests are logged and progressed through their respective ITIL process by our support consultants aligned to required Service Levels.
Connect to your career at Deloitte
Deloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.
Connect to your opportunity
Your Role
- Reporting to the Service Desk Manager you will be core to the delivery of 24x7 services to Managed Services clients.
- Ensuring Incidents, Problems, Changes and Service Requests are logged and progressed through their respective ITIL process to appropriate 2nd and 3rd line support consultants.
- Support the provision of internal & external reporting requirements including SLA, Aging & Customer Satisfaction.
- Supporting Service Transition of new clients or projects into Managed Services
- Use our ITSM Service Desk tool ‘Jira' to manage and report on day-to-day activities.
- Supporting Delivery Managers providing service to our clients to ensure optimum satisfaction.
Connect to your skills and professional experience
Essential:
- Experience working within a shift based 24/7 Service Desk environment
- Ability to Professionally engage with customers and colleagues
- Excellent written and verbal communication and presentation skills
- Customer focussed approach with a good telephone manner
- Strong Experience with ITSM Tools preferably JIRA and JIRA Service Desk or equivalent
- Excellent MS Office Skills
- A focus on quality with good attention to detail
- The ability to create & maintain strong working relationships with other members of the support team and the wider technology organisation so that the overall function operates professionally and maintains a delivery focus.
- Able to work independently and/or within a team as the work requires.
- Capable of reasoning and thinking through problems and be able to independently and jointly develop appropriate outcomes.
- Self-motivated and willing to "do what it takes" to get the job done
- Strong problem solving and analytical skills with the ability to clearly communicate and share solutions with fellow team members
- Experience dealing with 3rd parties and methodologies such as SIAM.
- ITIL v3 Foundation qualification or newer
- Understanding of GDPR Compliance
- The capability to comply with corporate policies, processes and standards.
Distinctive thinking, deep expertise, and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest challenges around, join us. Together, we’ll make an impact that matters.
Personal independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints. This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm. The recruitment team will provide further detail as you progress through the recruitment process.
Connect with your colleagues
"Everyone at Deloitte builds relationships with their peers and puts in effort to get to know one another, making the work more enjoyable."
Connect to your agile working options
Location: The home office of this role is Port Talbot.
Your Work, Your Way: We call our hybrid working vision Deloitte Works. And it does. We trust you to make the right choices around where, when and how you work. You’ll be able to make decisions about how you work best, to be collaborative, learn from colleagues, share your experiences, build the relationships that will fuel your career and prioritise your wellbeing. Having great conversations with your team and your leadership paves the way for great collaborative ways of working.
Our commitment to you
Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.
We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.
Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.
Connect to your next step
A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.
Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers
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