Senior Service Analyst

Are you an experienced Service Analyst looking for an opportunity to take ownership of service delivery and make a real difference to customers every day?

Do you enjoy solving problems, managing competing priorities and working closely with technical teams to deliver high-quality support?

We're looking for a Senior Service Analyst to join our team in Milton Keynes. Working on-site as part of a collaborative and supportive team, you'll act as a central point of contact for customers across a range of services and contracts, ensuring incidents, problems and service requests are managed efficiently and professionally.

You'll play a key role in maintaining service excellence, supporting continuous improvement and sharing your knowledge with colleagues.

This is a fully on-site role based in Milton Keynes, working 7.5 hours per day, Monday to Friday, with a rota covering early and late shifts between 07:00 and 19:00.

What you'll be doing:

• Acting as the primary point of contact for customers, managing incidents, problems and service requests.
• Managing incidents and problems through their full lifecycle, resolving issues at first contact wherever possible.
• Recording and maintaining accurate information within incident and problem management systems.
• Monitoring, prioritising and escalating incidents and problems in line with Service Level Agreements.
• Liaising with internal support teams, customers and third-party suppliers, providing clear and timely updates.
• Chairing Change Advisory Board, Emergency Change Advisory Board and Problem Review meetings to support effective change control and communication.

What you'll bring:

• Microsoft Certified Professional qualification or equivalent experience.
• Strong experience working within an Information Technology helpdesk environment.
• Experience managing services against Service Level Agreements.
• Knowledge of Information Technology Infrastructure Library principles, including Foundation and Change or Problem qualifications.
• Sound knowledge of incident, problem and change management processes, tools and techniques.
• Understanding of current and emerging developments within service management and their practical application.

It would be great if you had:

• Experience working as a Senior Service Analyst within medium to large service management environments.
• Advanced knowledge of Microsoft Office applications.
• Familiarity with Lotus Notes and Short Message Service technologies.
• Experience using HP Service Desk, HP OpenView or similar service desk tools.

If you're interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!

Employment Type: Full-time, Permanent.
Location: Milton Keynes.
Security Clearance Level: SC Cleared or eligible for SC Clearance.
Internal Recruiter: Paul.
Salary: Up to £39,000 per annum.
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.

If you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets