Service Analyst
Remote
London, United Kingdom
Freelance
03-04-2025
Job Specifications
Account Support Analyst/Service Analyst
Inside IR35 Contract
UK-Remote
100-120 GBP per day Inside IR35 through Umbrella
In this role, Client is about giving customers client point of contact from the time they report an incident until it's resolved, managing all aspects of client Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support roles can be a stand-alone role or part of a dedicated Customer Support Services Team.
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POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
• Mailbox management – Ensure all internal & external queries are responded to within 24 hours.
• Be aware of non corporate customers contractual obligations and be confident to hold customers accountable for their contractual obligations
• Daily review of all ATMs +4 days down providing ETA’s on all timelines to fix to the wider corporate team & commercial service team.
• Daily check of top 250 revenue ATMs ensuring transaction levels are normal and push for ETAs on attendance should service levels drop
• Completing monthly service reporting where appropriate for each corporate account
• Continually review the CTUK/DCP ATM estate for any improvements that can be made to operational/servicing, branding, cleaning or other area changes which will increase or retain the transactions completed by the ATM, work closely with the National Account Manager and Commercial Service Manager to complete these improvements
• Attend monthly/quarterly service review meetings with the National Account Manager
• Adhoc project support as and when necessary to support the National Account Manager, Commercial Service Manager or other internal CTUK departments
• Regularly check performance on ATMs (daily, weekly or monthly) ensuring abnormalities in transaction numbers are investigated
• Regularly check Phoenix to ensure customer/ATM data inputted is correct including site name/owner name, telephone numbers, contact names, access hours and address details.
• Develop an understanding of protection clauses within contractual agreements.
• Create close working relationships across other business functions and live the “one team” value. This will encourage working together to achieve the relevant KPI’s
• Hold strong professional relationships with Corporate Accounts and ensure you are the “go to” for any service related issues.
• Understand and meet Individual/Team/Business Goals
• • Client Governance - Top priority is customer satisfaction. Establish an aligned governance model
• with your client(s). Cadence drives service performance, engagement and ongoing
• improvements. Daily interactions, delivering services contract terms during the lifecycle of the
• agreement.
• • Service Performance Delivery of KPIs - Ensure data integrity within the NCR systems. Performs
• reporting and prioritizes, maintains working relationships with client and internal organizations.
• Entitlement – Entitlement is what a customer is entitled to under their service contract.
• Accurate and timely asset entitlement is paramount.
• Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and
• performance.
• Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch
• business rule tuning improvements.
• Customer Engineer Support - Provide general and or account specific support to the customer
• engineer.
• Customer Profit & Loss - Client Internal customer profit & loss management of account
• profitability.
• AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.
• SLA Penalties - Penalties assessed if SLA is breached.
• Sales & Opportunity Mgmt. - Opportunity Management is a strategic process that supports,
• tracks and manages the execution of a sales process in pursuit of closing a sale. Understand the process and be fully engaged.
• • Quality Issues - Understand and be fully engaged. Assist with identifying and reporting quality
• issues. Work with responsible owners to ensure resolution.
• QUALIFICATIONS AND EDUCATION REQUIREMENTS
o Technical/Vocational certification or High School diploma or, 0-1 years of related experience
o Detailed oriented, analytical and/or technical experience,
o Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel
o Excellent written and verbal communications skills
o Ability to work in a fast-paced environment. multi-task, time management and organizational skills
o Ability to identify and resolve issues with a sense of urgency
o Ability to work as part of a team or independently
o Willing to work non-standard business hours as required by customers
o Strong ability to prioritize and organize a busy work load to ensure requirements are met according to targets/business needs
• PREFERRED SKILLS
o Experience in the various Lines of Businesses
o Experience of working in a managed services or outsourcing environment
About the Company
Founded in 1998 and headquartered in Atlanta (Duluth), Georgia, Innova Solutions along with its subsidiaries employs over 50,000 professionals worldwide and reports an annual revenue approaching $3.0B. Through global delivery centers across North America, Asia, and Europe, Innova Solutions delivers strategic technology and business transformation solutions to its clients, enabling them to operate as leaders within their fields. Whether it is onboarding a new service, embracing a new consumer device or rolling out a Business ... Know more
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