Total 56 analyst job vacancies in Customer Service category in The United States of America

- Help to ensure the Service Desk attains and seeks to improve internally set and customer facing targets. - Monitor and action the IT Service Desk queue for the team, efficiently responding to queries within agreed Service Level Agreements. Customers/Users should be kept informed of progress. - Escalate customer issues and requests to Service Desk Supervisors. - Assess the impact and urgency of calls to enable appropriate prioritisation in line with Service Level Agreements - Champions a customer-focused approach and the delivery of high-quality products that respond to customers needs. - Participate in the review and resolution of major incidents where required - Assist in the maintenance of IT asset inventories as required. - Be able to work within other IT Service Desk teams as required by the needs of the service. - Prepared to undertake and complete tasks outside of their job description on an as-required basis in response to business demands. - Undertake other duties that are considered to be within the general scope of this post as required by the Service Desk Supervisor.

Main Duties Manage & co-ordinate incidents, requests, and problems Manage process for communicating outage Provide advice and guidance to the Service Desk. Ensure the Service Desk provides quality call handling and incident and service request progression supporting the provision of all ICT services. Assist the Service Desk Manager to develop the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement. Providing & receiving complex information that may need to be disseminated to large groups. Analyse, investigate issues/problems where there are a range of solutions. Analyse and plan statistical system (Information Technology Service Management (ITSM) toolset) and adjust meet end user needs To publish high level reports and technical documentation for all members of the ICT department. For example, SLA performance reports. Participation in the Out of Hours ICT support staff On-Call Rota as required and with prior agreement. Maintain appropriate system documentation, support procedures and proactive rota/cover arrangements. Provide users with realistic expectations in line with Group Service Level Agreements and ensure that end users are aware of progress of faults to both personally used and Group wide systems Providing a great level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction surveys Supporting all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets Recording and maintaining the knowledge and known error database Deliver training for ITSM toolset Training and development of Team members Implement departmental policies within own work area, propose changes to working practices based on statistical information. Responsible for introducing, adapting and improving systems to input, store & disseminate information used in statistical analysis. Collate and share performance stats using the ITSM toolset. Management and Leadership Work closely with the Head of Clinical Systems and Head of Digital Transformation and Innovation on upgrades and policies/procedures. Contribute to the development and implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques. Support individuals and teams that are highly skilled, effective, engaged and highly motivated. Have awareness of the financial performance of the Service Delivery function, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements. Deputise for the Service Manager as necessary and where appropriate. Technical Service Delivery The post holder will have knowledge of support structures related to both the delivery of staff facing digital services and hardware and software as part of the end user service catalogue, while having knowledge of service management processes and ITIL framework. Work with the Service Manager to develop underpinning SLAs which are documented and signed with the stakeholders across the Group. Ensure that progressive solutions, which consider models of best practice, are incorporated into service plans. Contribution to the delivery of Service Delivery technical and infrastructure services to the Group. Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems. Performance Contribute to the delivery of performance standards for the Service Delivery function, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered. Ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Service Delivery function in order to provide efficient and optimised digital services. Advice, guidance, and partnerships Provide technical and professional assistance regarding Service Delivery. Represent the Digital portfolio at local levels, developing partnerships, sharing best practice, and integrating knowledge across the Group. Represent the Group, where appropriate, in dealings with partner organisations and outside bodies on Service Delivery and technical issues. Build good relationships and ensure effective ICT partnerships with other organisations across the ICS, locally, regionally, and nationally. Forming constructive relationships with suppliers to optimise the delivery of solutions and maximise the Groups influence on the future direction of the suppliers products. Policies and procedures Contribute to ensure that the Service Delivery function has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements. Ensure that a full and current inventory of all ICT assets is maintained and utilised appropriately. Ensure that appropriate disaster recovery and business continuity procedures are in place for critical systems within the responsibility of the Service Delivery function and that disaster recovery testing is performed in line with scheduled plans. Professional and Personal Development The post holder will need to develop and maintain an awareness of developments and legislation relevant to the Service Delivery function and contribute to efforts to ensure that each function reflects current professional guidance and standards. The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Service Manager. Role Requirements We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group Frequent VDU use is required for this post for periods of up to 3 to 4 hours at a time to produce complex reports and analysis to support decision-making. High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will frequently have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action. The post holder will participate in and facilitate meetings, which require a high level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees. There will be a requirement to present complex information at meetings which will require the individual to have a high level of concentration frequently for a sustained period to ensure that there is active engagement in the subject matter at hand. The role will require regular negotiation with NHS professionals, managers and occasionally Directors. Exposure to unpleasant working conditions or hazards is rare. The post holder will also be expected to deal positively and promptly with staff concerns and personal problems, challenge staff on any inappropriate behaviours or poor performance and investigate and deal with complaints as required. Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.

For more information on the Job Description and Responsibilities please click the link below. More detail about the role The Data Analyst is responsible for collecting, processing, and analysing data to support the operational leadership of the People Digital Programme. This includes generating key performance indicators, creating insightful reports, and ensuring data integrityall of which are crucial for strategic decision-making. Your work will directly impact the quality of service and efficiency, driving significant improvements in patient care and employee experience by providing the data needed to optimise processes and policies. This role is not just about handling numbers; its about transforming them into narratives that inform and persuade. You will support the delivery of the programme by communicating complex data findings in a clear and actionable manner to stakeholders across various levels of the organisation. Whether it's through regular data reports, dashboards, or direct consultations, your ability to convey complex information in an accessible format will be key to driving change. The successful candidate will thrive in a dynamic environment where each day brings new challenges and opportunities to innovate. You will be instrumental in advancing NHS Devons mission to provide high-quality care by harnessing the power of data to forecast trends, identify opportunities for improvement, and measure the impact of initiatives. By joining our team, you will be part of a pioneering effort to integrate digital technologies into everyday healthcare, making a lasting impact on the community and setting benchmarks for excellence in the NHS. This role is ideal for those who are passionate about using their analytical skills to make a real difference. It offers the chance to grow professionally within one of the most forward-thinking healthcare systems in the country, all while contributing to a cause that affects millions. If you are looking to leverage your data analytics expertise in a meaningful and impactful way, the role of Data Analyst in the People Digital Programme at NHS Devon presents a unique and rewarding opportunity. IMPORTANT INFORMATION! We are looking for people who can hit the ground running from initial planning of the work programme to completion of the first full year. In order to support the project delivery timeline, the project must commence promptly and within 4 weeks of successful interview. The initial phase consists of temporary project positions and as the project progresses, permanent roles will be made available later in the project. The positions for the project will be hosted by the Royal Devon University Healthcare NHS Foundation Trust. For all positions, we require start dates of no later than early June 2024. For those already employed by the NHS in Devon, if you are interested, it is essential that before you apply, you discuss and agree your availability with your current line manager and seek agreement to be released within a 4 week period from the date of appointment. More detail about the NHS People Digital Programme can be found here: People Digital Recruitment Campaign - April24 (pagetiger.com) Working Pattern: Monday to Friday, up to 37.5 hours per week Location: Whilst the location of this role is listed as Exeter, this role supports remote working. However it is anticipated that you will be required to attend sites in Devon, as required. Interview Date: Thursday, 22nd May 2024 For further information please contact the team on the following email, and your enquiry will be forwarded to the appropriate person: rduh.devondigitalpeople@nhs.net As an inclusive employer, the Royal Devon values diversity and is committed to creating a culture of inclusivity where everyone can be themselves and reach their full potential. We believe in fostering a sense of belonging and actively encourage applications from individuals of all backgrounds, cultures, and abilities. We recognise the advantages of having a diverse workforce that reflects the communities we serve. The Royal Devon University Healthcare NHS Foundation Trust reserves the right to close vacancy when sufficient applications have been received. Benefits We will work together to maintain a culture that develops and supports you and your team. This might include funding for a care certificate, a degree or leadership qualifications. Or it might include days off to study, engage in CPD or rotational placements to help you hone your skills. Wherever you are heading in the NHS, we'll help you get there. Looking after you is important to us. We strive to help our staff create a healthy work-life balance through flexible working schemes and our family friendly policies. If you're starting out in the NHS, you'll start with 27 days paid annual leave (plus bank holidays), rising to 33 days plus bank holidays. You'll benefit from access to our own comprehensive occupational health services, including counselling, onsite wellbeing activities and groups. Salary is not the only financial benefit You'll have access to an extensive range of staff discounts on shopping, fitness and leisure options and you can spread the cost of technology and home appliance purchases from major retailers. You will also have access to other benefits including: National discount services such as the Blue Light Card and Health Service Discounts. Salary sacrifice options including our OFSTED rated outstanding nursery onsite at Exeter Car lease schemes. The NHS Pension scheme (one of the most generous and comprehensive in the UK). Cycle to work scheme These are just a few of the benefits available if the role is something you are interested in, we'd love to hear from you.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents please view the attachment/s below.

The post holder will be required to: work in the Service Desk team as part of a 24 hours support model. In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include: (but are not limited to) Receiving calls, first line customer liaison. Recording and tracking incidents and complaints. Keeping customer informed on request status and progress. Making initial assessment of incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels. Monitoring and escalating incidents and requests relative to the appropriate SLAs. Closing incidents and requests. Carrying out daily tasks within the Service Desk function. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you. Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first months pay.

Ensure all processes within own area of expertise are followed. Be responsible for creating and maintaining accurate and up to date records for all inbound contacts (voice, in person, email) to the Service Desk using the ITSM tool. Be responsible for recording and reporting the necessary data to allow the production of Key Performance Indicator information and support of the Service Level Agreements. Be responsible for ensuring work area is customer focused, promoting the customer service ethic and acting as the customer advocate. Identify and solve common first line level hardware faults and problems. Provide first level support for known issues. Escalate faults to second and third level support, or third-party suppliers as required, monitor progress and maintain communications with end users on progress.

For further information on the advertised role, please refer to the job description located under the Supporting Documents heading. The full person specification can be accessed under the Shortlisting Criteria section of the document.

For further information about this role please see attached the job description and person specification attached.

To provide a high quality, comprehensive IT helpdesk service to the users of the IT network at all Trust sites The Digital Service Desk Analyst is the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills

*****Please see the attached supporting document which contains more information about the role***** ***Previous applicants need not apply***

Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions. At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work. Interview Date: To be confirmed

See Job Description for further details. Recruitment selection processes are based on competence (see Person specification) and values. Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £23 (standard) or £43 (enhanced), this cost will be deducted from your salary over the first three months of employment. You are encouraged to enrol for the DBS Update Service. A small annual fee of £13 per year applies. New entrants to the NHS will commence on the minimum of the scale stated above. Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date. Good luck with your application.