IS Service Analyst

Are you looking for a role within an organisation where the work you do makes a real difference to children's? If the answer's yes, IS Service Analyst could be exactly what you're looking for.

At the NSPCC, we believe every childhood is worth fighting for. With over 100 years of experience, and the collective strength of our staff, volunteers, supporters, and partners, we’re working to end child abuse and neglect for good.

Our Technology and Data department makes sure that our systems, technology platforms and products are secure, reliable and ready to be used efficiently by our people and for the benefit of children.

We meet this challenge with best practice delivery and development standards, a focus on user experience, enterprise solutions, data and analytics, and honesty and commitment to our values and vision for children and young people.

From safeguarding sensitive information to enabling frontline services to run smoothly, our team plays a crucial role in helping us respond swiftly and effectively, whenever and wherever we’re needed.

If you’re passionate about using technology to drive meaningful impact and want to be part of a team that helps protect children through innovation and integrity, join us as an IS Service Analyst.

What is the purpose of the IS Service Analyst?

You will be part of a team that manages all the IT services for the NSPCC, mainly focused on managing our outsourced service providers. We ensure that the service we provide to our staff and volunteers allows them to function to the best of their ability. As part of this integrated team there is plenty of opportunity to learn and develop new skills.

Role

This role plays a key role in ensuring that every system NSPCC’s use is safe, reliable and ready to support the work we do for children and young people. You’ll contribute by:

• Providing the initial interface into the team for all queries and escalations from our staff with the objective of responding as appropriate, escalating as necessary, and working with managers to address any recurring queries.
• Managing all administration tasks for the Service Management team which include reporting, change administration, communication to management and staff.
• Ensuring that compliments and complaints are effectively handled, liaising with managers of different teams to address a particular issue or to pass on positive feedback.

What will I be doing as an IS Service Analyst?

• Supporting and working with Service Managers in managing our primary suppliers of IT services to ensure the delivery of services meets the needs of the business and that the contractual obligations and responsibilities outlined in the IT service contract are met.
• Taking responsibility for the perception of IT and the interfaces into the team and providing effective and timely responses to all queries and issues raised with the Service Management, Telecoms and Database Support teams, resolving, allocating tasks or escalating as appropriate, always looking at opportunities to improve the service.
• Working with external vendors, conducting administration tasks and input into the development of administrative systems for the Service Management team including raising purchase orders, licensing, asset management, reporting, changes, request fulfillment, problem management and reporting.
• Working with internal resolution teams in NSPCC to help them resolve their calls within agreed SLAs.
• Providing support to Service Management project leads and undertaking activities as directed.
• Managing content changes on the Technology intranet site and Service Now, ensuring the accuracy of the information and that articles are current, escalating to owners for any required updates.

What skills do I need to be an IS Service Analyst?

• Being friendly and approachable to the Technology Directorate and able to establish, develop and maintain relationships with a variety of people.
• Being a team player – working well with the wider team to achieve a common goal.
• Having a methodical approach to problem solving, being persistent and calm under pressure.
• An understanding of current IT technology platforms with experience of working to the ITIL framework (Incident, Problem, Change) – ITIL Foundation certification desired.
• Previous experience working in an IT customer Service focused role.
• A strong commitment to high standards of service delivery and customer care, applying NSPCC's values and behaviors to all aspects of work.
• A personal commitment to ending cruelty to children.
• Excellent organisational skills with the ability to organise, plan own work and the work of others to deliver objectives on time.

Join us and make a difference. You’ll grow, be challenged, and help change millions of young lives for the better.