IT Service Quality Analyst (Incident / Problem)

Job Title: IT Service Quality Analyst (Incident / Problem)
Contract Type: Permanent
Location: Hampshire
Salary: £30000 per annum, Benefits: 10% bonus, excellent training & benefits
Start Date: 2018-07-05
Reference: DG/17852
Contact Name: Debbie Gregory
Contact Email:
Job Published: September 10, 2018 16:16

Job Description

IT Service Quality Assurance Analyst

Escalations, Action Plan, Problems, Investigate, Implementation, Remedies, incident management, Service Desk, stakeholder engagement, CI (Continuous improvement)

Do you work well under pressure and enjoy investigating and resolving problems? As the Service Quality Assurance Analyst you will be looking at continuous improvement plans within SLA review issues and drive through to resolution.

This company has also been cited as one of the top companies to work for globally for the last 4 years running – with a real emphasis on personal and career development !!

Your experience should include a mixture of the following:

  • 3 years or more experience of working with operational processes (Incident, Problem, Request, Event, Change etc.) in an enterprise scale support environment (preferably with a Service provider)
  • Strong understanding of the ITIL v3 Framework (v3 ITIL foundation minimum.  Intermediate in Operations and CSI desired)
  • Strong analytical and presentation skills
  • Excellent time management and productivity skills
  • Experience in designing, implementing and improving processes – ideally skilled in Lean Six Sigma to Yellow belt or above.  Certification desirable
  • Skilled in Microsoft Office suite, including Outlook, Word, Excel and PowerPoint to an advanced level 
  • Skilled and experienced in setting up metrics, producing reporting and presentations suitable for use by senior management
  • Experience of using a CRM system (e.g. Remedy, Service Now, etc.)
  • Good conceptual understanding of IT infrastructure and networking
  • Possess the ability to positively influence all levels of management to ensure that service improvement activities are receiving the necessary support and are resourced sufficiently to implement solutions

They are a multi vendor technical and solutions company and offer real and great opportunities to expand your skill set or specialise within it, with an in-house technical university and opportunities to carve a career, working with global clients on complex enterprise networks and projects.

Full details available upon request.



GSA Techsource Ltd operates as an Employment Agency when recruiting for permanent vacancies, and an Employment Business when recruiting for contract vacancies. All contract rates quoted are to Ltd companies.

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