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Service Operation Analyst

Location: Sofia, Sofia City Province, Bulgaria
Job ID: 743999715521755HS
Date Posted: Jul 17, 2020
Segment: IT
Business Unit: Hitachi Solutions
Company Name: Hitachi Solutions Ltd
Job Schedule: Full-time

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Company Description

Hitachi Solutions understand what it takes to digitally transform organisations, harnessing the power of the latest technologies and seamlessly integrating them into businesses. As a global consultancy firm working across the private and public sectors, we specialise in user-friendly business applications based on the Microsoft cloud.

With a team of experienced industry professionals, consultants and technology experts, Hitachi Solutions has a wide range of capabilities including digital transformation, ERP and CRM implementation, change management and data science & analytics. Our highly skilled team help drive improvements to many aspects of your business creating efficiencies and growth. For more information, visit

Job Description

Key Responsibilities
  • Respond to Level 1 client problems, issues and requests by performing initial triage, logging and routing to the appropriate fix team as per the client Service Level Agreement
  • Identify the problem and gather information
  • Attempt to resolve the problem when appropriate
  • Document all troubleshooting efforts in a support ticket and make prompt notifications to the appropriate parties for resolution
  • Fulfil user administration and business process service requests
  • Oversee the Incident, Problem, and Change management processes
  • Monitor and track cases to ensure resolution occurs within the client Service Level Agreement
  • Keep in touch with clients to communicate progress
  • Follow up on all cases to ensure client satisfaction
  • Maintain knowledge of our support toolset
  • Maintain knowledge of our client specific business environments and Service Level Agreements
  • Maintains knowledge of the specific client applications
  • Compliance with the Hitachi Solutions Europe Ltd Timesheet Policy

Key Accountabilities
  • Accountable for the company's response to client problems, issues & requests
  • Accountable for problem identification
  • Accountable for problem information capture and resolution
  • Accountable for production of all required documentation
  • Accountable for incident tracking, progression and resolution
  • Accountable for issue escalation on a case by case basis


Key Competencies
  • A minimum of 1 years' experience working in a customer support or service desk role
  • Used a service desk toolset
  • An understanding of ITIL practices
  • Excellent communication, planning and organisation skills
  • Excellent documentation skills and attention to detail

Additional Information

English & German languages

In responding to this application you are explicitly giving your permission under General Data Protection Regulation (GDPR) & the UK Data Protection Act 1998 (DPA), for Hitachi Solutions Europe Limited to collect your information, store & process it for this role & / or any others that may be suitable now or in the future subject to Hitachi Solutions Europe Limited's Data Retention Policy. For more information please refer to our Privacy Policy located on
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