Service Analyst

eTeam; Telford; Hybrid; GBP 71,000 - 94,000; Full time

Job summary

eTeam is seeking a Service Analyst in Telford for a 6-month contract. The role focuses on service desk operations, script ownership, and coaching junior analysts to ensure high-quality customer support in a public sector context.

The position requires IT service management knowledge, data reporting, and stakeholder engagement to improve service delivery while supporting complex calls and customer needs.

Qualifications

• Experience in IT service management and service desk environments.
• Ability to produce and interpret reports.
• Strong stakeholder communication.
• Experience working at Civil Service EO/HEO level.

Responsibilities

• Own and update the script for service desk analysts.
• Coach and develop service desk analysts and manage availability.
• Identify process optimisation opportunities and contribute to implementation.
• Resolve user requests and handle complex calls with high customer service levels.
• Produce relevant reports in an agreed timeframe and present findings to stakeholders.
• Own issues until resolution or escalation occurs and manage attribution.
• Engage with users to gather needs evidence and translate into outcomes.

Skills

Customer service

Call handling

Empathy

Data interpretation

Problem solving

Stakeholder engagement

Education

Level 3 service management framework qualification

Job description

We are a Global Recruitment specialist that provides support to the clients across EMEA, APAC, US and Canada. We have an excellent job opportunity for you.

Job Title: Service Analyst

Location: Telford, with 2 days/week in the office

Duration: 6 months

Pay Rate: £447 per day all inc. (PAYE through Umbrella)

Job Description:

• Digital is focused on helping engage with citizens.
• Join a team that imagines a future where every person in the UK can effortlessly access world-class public services: digital by design, human at heart.
• Our mission is to harness the power of technology to meet real human needs, removing barriers and creating meaningful, life-enhancing experiences for all.
• By placing people at the centre of everything we do, we will reimagine public service as a force for dignity, opportunity, and trust in a digital age.
• Digital Platforms Run and Change is focused on running and evolving a diverse range of platforms - some which host and enable customer facing services, and others that also create and manage their own end user digital customer journeys.
• A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will:

• Own and update the script for service desk analysts
• Coach and develop one or more service desk analysts, and manage availability
• This role level is most often performed at the Civil Service job grade of:
• EO (Executive Officer)
• HEO (Higher Executive Officer)

Skill Description

Asset and configuration management

• Track, log and correct information to protect assets and components

Level: Working

• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Resolve user requests, maintaining a high level of customer service
• Deal with complex complaints
• Use empathy to understand and meet customer needs

IT service reporting

Level: Working

• Produce relevant reports in an appropriate format and agreed timeframe
• Work with stakeholders to discuss any changes in the reporting processes
• Interpret a data set and communicate this to others

Ownership and initiative

Level: Working

• Own an issue until a new owner has been found or the problem has been mitigated or resolved
• Investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
• Contribute to the implementation of remedies and preventative measures

Service focus

Level: Working

• Take inputs and establish coherent frameworks that work

Service management framework knowledge

show you have a Level 3 service management framework qualification

Level: Working

• Identify and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes