Back to Search Results

Service Analyst

  • Location:

    Newport, Wales

  • Sector:

    Admin & Secretarial, Customer Service

  • Job type:


  • Salary:

    Up to £11.53 per hour + Free parking

  • Contact email:

  • Job ref:


  • Published:

    over 1 year ago

  • Duration:

    6 Months +

  • Expiry date:


  • Startdate:


Job Description

Do you have an analytical mind - Are you looking for Long Term Temporary work in Newport? Then this MAY be the job for you ......

Working as part of a team of analysts and administrators across a range of contracts to specific service level agreements.

Key Responsibilities

  • Manage and take ownership of all change/problem/incidents.
  • Investigate problems, according to impact, through to resolution or error identification.
  • Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.
  • Assist with the handling of MI
  • Major Incident and identifying the root cause.
  • Review all implemented changes/problem/incidents to ensure that they have met their objectives.
  • Analyse change/problem/incidents to determine any trends or apparent problems that occur and involve relevant parties where necessary.
  • Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures
  • Monitor and audit the process, using qualitative and quantitative Key Performance Indicators.
  • Schedule and attend meetings according to the process and Governance Structure.
  • Identify any areas of difficulty or areas for improvement providing a quality service to the customer.
  • Review the processes and make recommendations for improvements.
  • Liaise with all necessary parties (including external 3rd parties) to co-ordinate
  • Change building, testing and implementation in accordance with customer's schedules.
  • Manage all change/problem/incidents and escalate any issues to Problem/Change Manager.

Essential Skills

  • Knowledge of Incident Management, Problem Management and Change Management Processes
  • Recognized ITIL Foundation Computer Sciences Certificate or equivalent
  • Experience and knowledge of MS office packages (at intermediate / advanced level), Lotus Notes and SMS or equivalent
  • Experience of working on a helpdesk in an IT environment

Desirable Skills

  • Microsoft MCP qualified or equivalent
  • Experience within service level agreements
  • The Service Analyst will have good working knowledge of the latest developments and future strategy for their area,
  • Good working knowledge and experience of associated service management tools, techniques and methods within their area
  • Demonstrable experience of working as a Service Analyst on small to medium service management environments

You need to go through Security Clearance for this role

Interested? Please apply now with your CV


Looking for a job? Register your CV now


Looking to recruit? Find the perfect hire

Upload Job

Want a career at Brook Street? Join our team

Join Now