Service Support Analyst

Description

Service Support Analyst

About Hitachi Social Innovation

Hitachi Social Innovation addresses the world’s most challenging social and environmental challenges. By focusing on more efficient usage of assets and systems, we extract value to reach outcomes that matter for business and society – what we call the double bottom line. Combining 100+ years of experience in operational technology (OT) and 60+ years in IT, we harness Hitachi’s broad capabilities in R&D to deliver cutting edge AI and IOT solutions in the core areas of transport, manufacturing and energy.

Background

At Hitachi ZeroCarbon, we envision a zero-carbon future for society.  We are a venture incubation engine which builds innovative end-to-end decarbonization businesses to accelerate the transition to a greener, more efficient world for our customers and society.

Hitachi ZeroCarbon’s mission is to build billion-dollar potential businesses in the green economy to claim Hitachi’s potential as a climate change innovator, and to deliver on our mission to contribute to society.  We incubate and build high-tech growth ventures at the intersection of mobility, energy and digital, enabling Hitachi to play a pivotal role in leading the net-zero transition.

Primary function/ Role Overview

The primary function of the Service Support Analyst is to ensure a consistent quality of service(s) by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction and to enhance the customer experience.

The objective of a Service Support Analyst is to restore normal operations as quickly as possible with the least possible impact on either the customer or its stakeholders whilst considering the business.

The Service Support Analyst champions the Incident Management process including the utilisation of all associated tools and disciplines.

The role will entail more than service desk activities, as part of the Service Delivery Team there is an opportunity to be involved in many other activities such as working with the Project Team with new customers, the Bid team with potential new customers and general Service Operations activities.

Key Responsibilities:

Incident/Service Request Management

• To conduct verification of tickets against specific contractual data ensuring that the correct Service Levels, priorities and any special instructions are applied as appropriate.
• To identify and assign incidents to the appropriate resolver/action group
• To ensure consistent quality of output while engaging in internal and external communication
• To resolve all incidents/service requests within internal incident management systems within the predefined Service Level Agreements.
• To own all aged incidents/service requests and work with both internal and external parties in order to resolve any issues that impede our ability to attain successful closure.
• Proactively own and manage any potential breaches of SLA by way of engaging with all relevant stakeholders to the process.
• Ensure that updates are applied throughout the lifecycle of the incident therefore creating an audit trail of events
• Escalate ongoing issues to the relevant Service Support Manager as per predefined procedures

3rd Party Management:

• Provide internal and external resolver groups with full and accurate data in order for them to progress the incident without undue delay.
• To escalate any issues which impede our ability to attain SLA as per the predefined escalation procedures.
• To ensure that closure details are submitted to the customer within predefined OLA’s
• To ensure that all incidents are resolved internally within predefined OLA’s with 3rd party.

Additional Responsibilities/ Activities:

• Continuous Improvement Review and provide input into the documentation of old and new processes in line with Continuous Improvement activities
• Assist and play an active role in Root Cause Analysis and Lessons learned.
• Analyse and Investigate defects/issues and highlight any trends and improvements.
• Work with Hitachi by enhancing their quality management systems qualifications and by identifying continual improvements
• Managing customer experience and expectations ensuring first-class service is delivered.
• Able to identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Share knowledge across the teams, and proactively contribute to continuous service improvement through the identification of process improvements and problem prevention
• Management of system upgrades of IMS and internal IT applications, including full system testing of new and existing functionality in UAT prior launch of the business
• Communicating with Projects and IT departments and the client on any issues regarding the launch work and chasing any outstanding tasks.
• Play an active Role with Customer/Client On-Boarding activities, ensuring a smooth seamless transition into service.

Skills & Experience

Essential

• Able to methodically investigate problems in systems, processes, and services, with an understanding of the level of a problem (e.g., strategic, tactical, operational). Can contribute to the implementation of remedies and preventative measures.
• Able to identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Previous experience working for a managed service provider (MSP)
• Experience in providing services remotely and in person, being able to build good relationships and trust with stakeholders internally & Externally
• Knowledge of ITIL framework and theories.
• Experience with Office 365, Exchange Online, Teams & SharePoint and CRM systems.

Desirable

• Technical understanding and experience in EV charging infrastructure and software
• Cloud security certification

We’re looking for a team player, who is motivated by delivering great work and the Hitachi vision. The role will be a mixture of remote-hybrid work with days in the Hitachi Office (Broadgate Tower, 20 Primrose Street, EC2A 2EW)

Benefits Package

Company Funded Benefits

Along with a market competitive salary and discretionary bonus scheme, employees have the option to work flexibly in line with our hybrid working model and we would be happy to discuss this with you during the hiring process.

• Generous holiday entitlement - with the option to buy up to an additional 5 days per year
• A Holiday Banking scheme allowing you to bank untaken holiday to use another year
• Group Personal Pension
• Private Medical Insurance with self-funded option to cover family members
• Employee Assistance Programme available to all employees
• Personal Accident Insurance

Voluntary Benefits (funded by employee) including;

• Cycle To Work scheme
• Gym Membership
• Dental Insurance with option to include dependent children
• Health screening
• Dining card

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without discrimination for age, disability, gender, marriage & civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. If, like us, you’re pioneering, innovative and motivated to build a zero-carbon transportation future, accelerating the world’s transition to greener, more efficient mobility please get in touch!