Data Analyst - Service Management

Indigo; Magor; On-site; GBP 36,000 - 60,000; Full time

Job summary

Indigo is seeking a Data Analyst to produce accurate reporting, analyse service performance data and help maintain quality across Indigo's service portfolio.

You’ll work with Service Managers to create customer and internal reports, dashboards and visualisations, identify trends and support performance analysis across the portfolio.

Qualifications

• Experience in data analysis, reporting or BI.
• Strong Excel skills with data manipulation.
• Ability to analyse information, identify trends and present findings.

Responsibilities

• Collect, validate and analyse data from Salesforce and other systems.
• Produce recurring customer and internal performance reports.
• Create charts, dashboards and visualisations to support monthly Service Reviews.
• Monitor service performance against KPIs and SLAs.
• Identify trends and areas for improvement.
• Support data quality and data cleansing activities.
• Assist with maintaining reporting templates and dashboards.
• Provide reporting and performance insight to Service Managers.
• Support automation and continuous improvement of reporting processes.
• Ensure reporting is accurate and delivered on time.
• Assist with ad hoc analysis and reporting requests.

Skills

Data analysis

Excel

Reporting

Stakeholder communication

Education

Degree in Data Analytics or related discipline

Tools

Salesforce

Power BI

SQL

Job description

Reporting to the Service Management Director, the Data Analyst supports the Service Management team by producing accurate reporting, analysing service performance data and helping maintain the quality of operational data across Indigo's service portfolio.

Working closely with Service Managers, you'll produce customer and internal reports, create dashboards and visualisations, identify trends and support performance analysis. You'll play an important role in helping the business understand how services are performing and where improvements can be made.

This role would suit someone with strong analytical skills who enjoys working with data and is looking to develop a career in reporting, business intelligence or service analytics.

What You’ll Do

• Collect, validate and analyse data from Salesforce and other business systems.
• Produce recurring customer and internal performance reports.
• Create charts, dashboards and visualisations to support monthly Service Reviews.
• Monitor service performance against agreed KPIs and SLAs.
• Identify trends, recurring issues and areas for improvement.
• Support data quality and data cleansing activities.
• Assist with maintaining reporting templates and performance dashboards.
• Work with Service Managers to provide reporting and performance insight.
• Support the automation and continuous improvement of reporting processes.
• Ensure reporting is accurate, consistent and delivered to agreed timescales.
• Assist with ad hoc analysis and reporting requests as required.

Essential

• Experience, education or training in data analysis, reporting, business intelligence or a related discipline.
• Strong Microsoft Excel skills, including formulas, data manipulation and reporting.
• Ability to analyse information, identify trends and present findings clearly.
• Strong attention to detail and commitment to data accuracy.
• Experience producing reports, dashboards or management information.
• Good organisational skills with the ability to manage multiple tasks and deadlines.
• Strong written and verbal communication skills, including the ability to work effectively with a range of stakeholders.
• A proactive approach to learning, problem solving and continuous improvement.

Desirable

• Experience using Salesforce, Power BI or similar reporting tools.
• Basic SQL knowledge.
• Experience creating dashboards and data visualisations.
• Understanding of service management, customer support or operational environments.
• Telecoms or technology sector experience.
• Degree in Data Analytics, Mathematics, Statistics, Business, Computer Science or a related discipline.
• ITIL Foundation certification, or willingness to work towards it.

At Indigo, we believe our greatest strength is our people. We're committed to creating an inclusive environment where everyone feels valued, respected and able to do their best work.

We welcome applications from candidates of all backgrounds and make employment decisions based on skills, experience and potential.

If you need any reasonable adjustments during the recruitment process, we're here to support you.

Indigo is a strategic operational partner for critical digital infrastructure. We help customers design, deploy, support and scale the infrastructure their businesses rely on, giving them greater control, consistency and confidence. Our teams work across subsea, terrestrial, wireless, data centre and NOC environments, bringing specialist expertise, 24/7 support, field services and managed services together under one accountable model.

Being part of Indigo means working in a business where operational excellence, customer trust and doing things properly matter. We support customers in complex, performance-critical environments, helping them reduce risk, protect performance and deliver with confidence. Our people are central to that mission, bringing the skill, responsiveness and accountability needed to support the next generation of digital infrastructure. As an Investors in People Gold accredited employer, we're committed to investing in the growth and development of our people.