Service Centre Development & Performance Analyst

Job Type IT
Region South East England
Location Bracknell
Preferred Hours Full Time
Partnership Level
Closing Date 26/9/2018
Vacancy Type
Salary £28,700 - £41,00
Salary Frequency per annum
Hours of Work
Monday to Friday, 09:00 - 17:30.

Duties & Responsibilities

With over 350+ branches, Distribution centers and a Head Office Campus Waitrose and never stands still. We're on Facebook, on YouTube, we even have our own farm and we're always looking at innovative ways to improve what we're doing. New ranges. New suppliers. New technology. And who's making it all happen? Our Partners, that's who.

Whether they're sourcing new products, working in Food Technology or part of Property Services acquiring new sites, every one of our Head Office Partners is bringing their expertise to make our customers keep coming back for more.

From Buying and Finance, to IT, Marketing and Merchandising... our Partners are always on the lookout to do more.

The IT Service center supports all of Waitrose Partners spread across Branches, the Head Office campus, Distribution Centers, Leckford Farm and Remote Workers. We provide 7 days a week, 6am -10pm taking over 200k Contacts per year.

We are looking for a Service Centre Development & Performance Analyst to work alongside the Service Management Team at assist with Process and Procedures, Continual Service Improvement , Knowledge, Service Integration and Quality Management.
You will be required to independently gather and analyse data providing patterns, trends, opportunities to support the development and performance optimisation of the Partnership IT Service Centre

Job Requirements

The purpose of the Service Desk Analyst ITL3 role is to provide support and knowledge to our 84,000 Partners, Working with Project and Third Line Application Development Teams to integrate new services in preparation for a fully supported service. The overall aim to deliver excellent customer satisfaction.

The successful candidates will be a self starter, ability to work at all levels, which will include stakeholder engagement. One of the key responsibilities in this role to coordinate Continual Service Improvement activities for the PITSC and setting up a framework to manage service improvements within the IT Service Center.

You will own the knowledge base within the system, to set the standard, driving quality and working closely with 1st and 2nd Line Analysts as well as 3rd Line and delivery teams to build knowledge of new services, plug knowledge gaps, keep knowledge up to date and relevant and ensure analyst awareness and usage

Be responsible for the customer Self Serve Knowledge Base, working closely with other Service Centre resources, 3rd Line resources, Retail communication team and Customer Champion groups to ensure information is up to date and relevant. Build end user awareness and drive usage to reduce incidents.

Required essential experience skills and qualifications

- Previous 1st/2nd line IT Support experience.
- ITIL knowledge - Incident, Problem, Change, Access and Request management.
- Understanding of the services supported.
- Previous experience of working at a similar level in the Partnership or externally in a fast-paced environment
-Collaborating with and Influencing IT colleagues and business teams
-Creating reports and insights from multiple sources of data
-Documenting and Improving processes and knowledge
- Self motivated.
-Strong written and verbal communication

Required desirable experience skills and qualifications

- Experience of offering a service to internal or external customers, in a fast moving environment.
- Project Management or Service Transition.
- Service Desk Institute accreditation.
- ITIL Foundation.

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