Senior Service Analyst

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.

• 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.

• 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 Open View or similar service desk tools.

Location:

Milton Keynes.

Security Clearance Level: SC Cleared or eligible for SC Clearance.

Salary:
Up to £39,000 per annum.

• 25 days annual leave with the choice to buy additional days
• health cash plan
• life assurance
• pension

Employment Type:

Full-time, Permanent.

Location:

Milton Keynes.

Sopra Steria  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