Junior Service Support Analyst

at  Hitachi

WHAT YOU BRING TO THE TEAM

We’re looking for a team player, who is motivated by delivering great work and the Hitachi vision. The role will be a mixture of remote-hybrid work with minimum 1-2 days/week working at Hitachi Office (Broadgate Tower, 20 Primrose Street, EC2A 2EW)

The ideal candidate will possess the following skills and background:

• Engage in continuous improvement processes, contributing insights to enhance service quality.
• Actively participate in customer onboarding, ensuring a smooth transition into service.
• Contribute to the management and testing of system upgrades, and liaise with relevant departments to resolve issues.
• Essential: Experience with Microsoft 365 Suite, strong problem-solving skills, delivery of remote and in-person services, establishing trust with stakeholders.
• Desirable: Knowledge of EV charging infrastructure, and an interest in sustainability and technology, familiarity with ITIL concepts.
• Up to 3 years of experience in a similar or related role.
• Excellent verbal and written communication skills.
• Capable of working independently as well as part of a team
• An ambitious professional eager to grow and assume increased responsibilities.
• A proactive learner keen on professional development through mentorship and training programs.

If, like us, you’re pioneering, innovative and motivated to build a zero-carbon transportation future, accelerating the world’s transition to greener, more efficient mobility please get in touch

The Junior Service Support Analyst is pivotal in maintaining the integrity and quality of service delivery, focusing on restoring normal service operations swiftly while ensuring minimal impact on the customer. This role goes beyond traditional service desk duties, providing the opportunity to work collaboratively with various teams on new and existing projects, enhancing customer satisfaction, and contributing to service improvements

Incident and Service Request Management: Verify and manage tickets, ensuring compliance with Service Level Agreements (SLAs), directing incidents to appropriate teams, and proactively managing potential SLA breaches.

• Stakeholder Engagement: Consistently update all parties throughout the incident lifecycle, escalating issues as needed, and collaborating to resolve challenges promptly.
• Third-Party Management: Interface with internal and external groups, providing accurate data to progress incidents and escalating impediments to service delivery.