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IT Service Analyst

Are you seeking a role which offers you new challenges? Are you passionate about delivering outstanding IT customer service and relish investigating and solving problems? First Travel Solutions has a fantastic opportunity for a talented individual to join our busy IS department as an IT Service Analyst.

So, what are we looking for?

In this role you will assist the System Development Manager in providing a high level of service to FTS employees and external users, including logging, reviewing and managing support requests on a variety of IS services and systems, providing first and second line support to ensure actions are recorded, planned and implemented effectively.

You will use various systems such as Zendesk, Slack, Amazon, SharePoint, HotJar, UserPilot and provide support in managing numerous bespoke applications by implementing service improvement initiatives that improve services and their reliability. You will ideally have experience of DSDM Agile Project Framework and ITIL Service Management disciplines (e.g. Change Management and Incident Management) and be a highly motivated, passionate and enthusiastic team player who can communicate effectively with excellent customer service skills. You will have experience of producing reports, have good attention to detail and enjoy working to tight deadlines and under pressure. You will also be educated to A Level or equivalent.


An IT Service Analyst is responsible for assisting the Systems Development Manager in ensuring IT services and delivery is managed and maintained to a high standard. They are developing familiarity with the department's operations, capabilities and 3rd-party services and understanding how they are used to deliver services to customers. They are additionally developing relationships with key business stakeholders and product owners in the delivery of capabilities.

SLAs & OLAs:

  • Understands and analyses IT Operations' processes and how they support the end user.
  • Investigates operational requirements, issues & risks and contributes to the recommendations for continuously improving processes.
  • Contributes to the resolution of an Incident – or supports the owner - until a solution has been found or a Problem has been raised, mitigated and/or resolved.
  • Produces, circulates, and presents reports required to understand and improve service and process performances.
  • Supports senior managers in their work: e.g. recording actions from meetings, following up and documenting outcomes.

Relationships and Communicating:

  • Identifies key internal & external stakeholders and relationships and work with delivery & operations teams to build mutually beneficial outcomes.
  • Analyses operational & service performance data & reports to identify themes; establish improvement activity and execute to continuously improve service and operational performance.
  • Works with stakeholders and senior members of the business to discuss required changes in the processes.
  • Contributes to the management of the systems, for example monitoring & reporting performance, administering meetings, recording & expediting actions and supporting senior managers.

Compliance and Governance:

  • Develops and maintains a good awareness of different IT products and services across the organisation; understanding and improving the value they deliver.
  • Supports stakeholders with adherence to IT process requirements. E.g. the CAB processes
  • Collates information and creates reports and insights to support continuous improvement of IT services and processes.
  • Contributes to the development of policies, standards, and guidelines for IT Service Management.

Service Management:

  • Develops increasing knowledge of the FTS IT Framework including knowledge of ITIL terminology, structure and concepts, and develop the practice of IT Service Management.
  • Works collaboratively with others to implement IT Service Management best practice.

In return, as well as a competitive salary, we also offer a range of fantastic benefits, such as:

  • Free bus travel
  • Access to pension scheme
  • At First Travel Solutions we encourage candidates to discuss flexible working options at any stage of the recruitment process.

We welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion, and sexual orientation. We are actively building a diverse workforce and want to create an inclusive environment as we recognise the importance of our workforce reflecting the communities we serve.

First Travel Solutions (FTS) is responsible for delivering nationwide passenger transport services. This is a busy and exciting time for us: As we embark on developing our systems to provide seamless transportation services that will play a vital role in supporting growth and prosperity as we transition to a software provider within the transport industry. Our vision is to provide SaaS platforms that support long-term, sustainable growth for our clients and the supply partners we work with.

Interested? Apply today!

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First Travel Solutions - Clayton Business Park
Unit 5 Petre Court, Petre Road, Clayton-le-Moors, Accrington, Lancashire, England, BB5 5HY
  • Ref:
  • Company:
    First Travel Solutions
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    First Travel Solutions - Clayton Business Park
  • Closing Date:
    10 July 2021
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