Service Analyst

JR United Kingdom; Slough; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading Energy company is seeking a Service Management Support Analyst to assist in transforming their customer-focused service team. This role involves managing escalated customer issues, liaising with various stakeholders, and helping implement service improvements within a regulated environment. Ideal candidates will have ITSM experience and a strong background in service management.

Qualifications

• Experience with ITSM tools such as ServiceNow.
• Proven experience in regulated industries.
• Strong experience in service management and customer support.

Responsibilities

• Handle and resolve escalated customer issues beyond 1st line support.
• Act as a liaison between customers, internal teams, and third-party providers.
• Contribute to major incident and problem management processes.

Skills

Service management

Customer support

Communication

Stakeholder engagement

ITIL processes

Tools

ServiceNow

Job description

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We're hiring a Service Management Support Analyst to support a major transformation programme at a leading Energy company. You'll play a key role in preparing a customer-focused service team to handle complex support needs in a regulated environment.

Role Summary

Reporting to the Head of Service Management, you'll:

• Handle and resolve escalated customer issues beyond 1st line support
• Act as a liaison between customers, internal teams, and third-party providers
• Contribute to major incident and problem management processes
• Drive service improvements and help upskill the support function

What You’ll Need

• Hands-on experience with ITSM tools such as ServiceNow
• Proven experience working in regulated industries, particularly within OFGEM guidelines and compliance frameworks
• Strong experience in service management and customer support
• Skilled in triaging, diagnosing, and resolving incidents
• Excellent communication and stakeholder engagement
• Familiarity with ITIL processes and working in regulated industries

Apply now if you'd like to be considered for this role!