Service Analyst
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Job Description
Service Analyst coordinating IT service insights and operational improvements with a focus on Problem Management and data analysis. Supporting governance and ensuring service quality within an MSP environment.
Responsibilities:
- Support day-to-day service governance, attend operational calls, and provide structured insight to Service leadership
- Lead the Problem Management process end-to-end, including trend analysis, RCA facilitation, and tracking corrective actions to closure
- Create service review slide packs in line with schedules set by the Account Manager, ensuring content is accurate, client-ready, and insight-led
- Act as the Service & Support interface into Ops & Platforms, coordinating problem resolution, platform risks, and improvement actions
- Analyse service data to identify trends, risks, and improvement opportunities that reduce repeat incidents and improve service quality
- Support escalations and operational coordination when Service Leads are unavailable, ensuring service stability during high-pressure periods
Requirements:
- Strong understanding of IT Service Management within an MSP environment
- Proven experience leading or supporting Problem Management
- Confident producing client-facing service review reports and presentations
- Strong analytical skills with the ability to turn data into actionable insight
- Excellent stakeholder communication skills across technical and non-technical audiences
- Highly organized with strong attention to detail
Benefits:
- Remote work
- Work from home
- Monday to Friday schedule
- UK holidays
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