Service Desk Analyst, SAP Run Services, Consulting

As a member of our Managed Services team, you will play a critical role in ensuring the delivery of 24x7 services to our clients. Reporting to the Service Desk Manager, your responsibilities will include:

• Logging and progressing Incidents, Problems, Changes, and Service Requests through their respective ITIL process to appropriate 2nd and 3rd line support consultants.


• Supporting the provision of internal and external reporting requirements, including SLA, Aging, and Customer Satisfaction.


• Supporting Service Transition of new clients or projects into Managed Services.


• Using our ITSM Service Desk tools, Jira and Service Now, to manage and report on day-to-day activities.


• Supporting Delivery Managers in providing service to our clients to ensure optimum satisfaction.


• We are looking for a highly motivated individual with excellent communication and problem-solving skills. The ideal candidate will have experience in a similar role and be familiar with ITIL processes and Jira. In addition, the candidate should be able to work well under pressure and be committed to delivering high-quality services to our clients.


If you are looking for an exciting opportunity to join a dynamic team and contribute to the success of our Managed Services business, we encourage you to apply.


• Experience working in a shift-based 24/7 Service Desk environment.


• Ability to engage professionally with customers and colleagues.


• Excellent written and verbal communication and presentation skills.


• Customer-focused approach with a good telephone manner.


• Strong experience with ITSM tools, preferably Service Now or JIRA and JIRA Service Desk.


• Excellent MS Office skills.


• A focus on quality with good attention to detail.


• The ability to create and maintain strong working relationships with other members of the support team and the wider technology organization to ensure 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 able to develop appropriate outcomes independently and jointly.


• 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 third parties and methodologies such as SIAM.


• ITIL v3 Foundation qualification or older, or equivalent.


• Understanding of GDPR compliance.


• The capability to comply with corporate policies, processes, and standards.
  
  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., 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 (e.g., in relation to any financial interests and employment relationships). 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, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

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."

Our hybrid working policy

You'll be based in Port Talbot with hybrid working. Our hybrid model enables our people to collaborate, connect and innovate in both a virtual and physical capacity. As well as remote working, you'll attend your local office, virtual collaboration spaces and client sites, depending on the requirements of the role.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

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, Deloitte LLP is the United Kingdom affiliate of Deloitte NSE LLP, a member firm of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee ("DTTL"). DTTL and each of its member firms are legally separate and independent entities. DTTL and Deloitte NSE LLP do not provide services to clients. Please see About Deloitte to learn more about our global network of member firms.

Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 1 New Street Square, London EC4A 3HQ, United Kingdom.