Senior Service Analyst
Posted 9 days 14 hours ago by Data Controller, VE Ltd
London, United Kingdom Posted on 16/06/2025
VE3 is a technology and business consultancyfocused on delivering end-to-end technology solutions and products. We havesuccessfully serviced enterprises across multiple markets, including the publicand private sectors. Our services span all aspects of business, providing aholistic approach to managing an organization. We are committed to providingtechnical innovations and tools that empower organizations with criticalinformation to facilitate decision-making that results in businesstransformation through cost savings and increased operational efficiency. Ourcommitment to quality is adopted throughout the organization and sets thefoundation for delivering our full suite of capabilities.
Role: Senior Service Analyst
Exp: 5+Years
Job Purpose
The Senior Service Analyst willplay a pivotal role in ensuring high-quality support and service management,acting as an escalation point for complex issues, providing technical andanalytical leadership, and driving continuous improvement within internal andexternal service operations.
Key Responsibilities
Incident and ServiceManagement
- Act as the escalation point for complex incidentsand service requests, ensuring timely resolution in accordance with agreedSLAs.
- Perform root-cause analysis and drive resolution ofrecurring problems.
- Monitor service delivery performance, proactivelyidentifying potential disruptions and coordinating corrective actions.
Technical Support and Analysis
- Provide advanced technical support and guidance tointernal users and external clients across systems, software applications,and infrastructure.
- Analyse data, identify trends, and recommendenhancements or solutions to improve overall service quality andreliability.
Relationship Management
- Collaborate closely with internal stakeholders,technical teams, third-party vendors, and external clients to manageservice expectations.
- Support relationship management activities byclearly communicating technical solutions and service updates.
- Lead or participate in projects aimed at improvingservice delivery processes, documentation, and tools.
- Contribute to the knowledge base by developing andmaintaining accurate, accessible documentation.
Reporting and Metrics
- Regularly prepare and present detailed serviceperformance reports.
- Analyse service metrics to identify areas forimprovement and implement corrective actions.
Compliance and Governance
- Ensure compliance with company standards, industrybest practices, and applicable UK regulations (e.g., ISO 27001, GDPR, ITILframeworks).
- Maintain accurate records of service-relatedactivities for auditing purposes.
Essential Skills andExperience
- Proven experience as a Service Analyst, SeniorService Analyst, or equivalent role within an enterprise-level servicemanagement or IT support environment.
- Comprehensive understanding of ITIL practices,particularly Incident, Problem, Change, and Service Level Management.
- Demonstrable experience using ITSM tools (e.g.,ServiceNow, Zendesk, Jira Service Management, Freshdesk).
- Excellent analytical and problem-solving skills,with experience conducting root-cause analyses and recommending effectivesolutions.
- Strong technical background with proficiency incommon enterprise technologies (Microsoft 365, Azure/AWS, networktroubleshooting, databases, application support).
- Outstanding communication and interpersonal skills;adept at conveying complex information clearly to diverse audiences.
- Experience in developing, maintaining, andenhancing knowledge bases and service documentation.
Desirable Qualifications
- ITIL Foundation Certification (essential), ITILIntermediate or Practitioner Certification (desirable).
- Certification or familiarity with Agile practices,Scrum methodologies, and project management (e.g., PRINCE2).
- Technical certifications (e.g., Microsoft CertifiedSolutions Expert, AWS Certified Solutions Architect, Ciscocertifications).
Personal Attributes
- Proactive, self-motivated, and driven tocontinuously improve.
- Collaborative, team-oriented, with strongstakeholder management capabilities.
- Ability to prioritise workload effectively underpressure and manage conflicting priorities.
Why Join Us
- Opportunity to work in a dynamic, fast-growingtechnology organisation.
- Competitive remuneration package, includingattractive benefits and flexible working.
- Professional development support and careerprogression opportunities.
We are committed to equality,diversity, and inclusion. We welcome applications from all suitably qualifiedindividuals and will consider flexible working arrangements.