Job Description

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Job Title Service Management Analyst
Location Birmingham
Corporate Title Associate
This position is to become a member of the Global Monitoring & Stability team within Voice & Collaboration and Endpoint & Device Management. This is a 24x7 L2, follow the sun operations team supporting multiple products including Desktop, Email, Enterprise Voice, Mobility, Security, App Deployment and Unified Communications.
Adhering to Information Technology Infrastructure Library (ITIL) Service Operations framework with the ultimate objective to maintain service stability and continuous service improvement.
This role includes but not limited to Incident ticket Management, Request Fulfilment, Stakeholder liaison and Process management.
What we'll offer you
A healthy, engaged and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That's why we are committed to providing an environment with your development and wellbeing at its centre.
You can expect:

• Hybrid Working - we understand that employee expectations and preferences are changing. We have implemented a model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them
• Competitive salary and non-contributory pension
• 30 days' holiday plus bank holidays, with the option to purchase additional days
• Life Assurance and Private Healthcare for you and your family
• A range of flexible benefits including Retail Discounts, a Bike4Work scheme and Gym benefits
• The opportunity to support a wide ranging CSR programme + 2 days' volunteering leave per year

Your key responsibilities

• Ensure that team members provide timely and considerate customer service to end users
• Quickly and efficiently addressing any customer escalation
• Investigating and quickly resolving problems
• Ensuring Incident and Request queues are actively monitored and kept within KPI SLAs
• Analyse and identify trends in issue reporting and devise preventative solutions, offering suggestions for process improvements and developing the new procedures

Your skills and experience

• Bachelor's degree from an accredited college or university with a concentration in IT or Computer Science related discipline or equivalent work experience
• Industry recognised technical certification or equivalent
• ITIL V3 foundation certification (preferred)
• Experience in coordinating routine production activities and supporting complex application and infrastructure domains
• Practical experience supporting technical end-user platforms such as: Desktop Operating System and supporting technologies (Win10, SCCM), Avaya Communications Manager, Session Initiation Protocol, NICE NTR Voice Recording, Exchange Online, MS Teams, Office 365

How we'll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us
is the leading German bank with strong European roots and a global network. Click to see what we do.
Deutsche Bank in the UK is proud to have been named in for five consecutive years. Additionally, we have been awarded a Gold Award from Stonewall and named in their for our work supporting LGBTQ+ inclusion.
If you have a disability, health condition, or require any adjustments during the application process, we encourage you to contact our Adjustments Concierge on adjustmentsconcierge@db.com to discuss how we can best support you. Alternatively, you can share your phone number, and a member of the team will be happy to call you to talk through your specific requirements.
We strive for a in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.
Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.
We welcome applications from all people and promote a positive, fair and inclusive work environment.

Skills Required