At a Glance
- Tasks: Manage service delivery and solve problems for customers every day.
- Company: Join a leading tech firm focused on national security and customer satisfaction.
- Benefits: Enjoy 25 days annual leave, health cash plan, life assurance, and pension.
- Other info: Flexible working options available; we value professional development and teamwork.
- Why this job: Make a real impact in a supportive team while developing your skills.
- Qualifications: Experience in IT helpdesk and knowledge of service management processes.
The predicted salary is between 39000 - 39000 £ per year.
Are you an experienced Service Analyst looking for an opportunity to take ownership of service delivery and make a real difference to customers every day?
Do you enjoy solving problems, managing competing priorities and working closely with technical teams to deliver high-quality support?
We're looking for a
Senior Service Analyst to join our team in Milton Keynes.
Working on-site as part of a collaborative and supportive team, you'll act as a central point of contact for customers across a range of services and contracts, ensuring incidents, problems and service requests are managed efficiently and professionally.
You'll play a key role in maintaining service excellence, supporting continuous improvement and sharing your knowledge with colleagues.
This is a fully on-site role based in Milton Keynes, working 7.5 hours per day, Monday to Friday, with a rota covering early and late shifts between 07:00 and 19:00.
What you'll be doing
- Acting as the primary point of contact for customers, managing incidents, problems and service requests.
- Managing incidents and problems through their full lifecycle, resolving issues at first contact wherever possible.
- Recording and maintaining accurate information within incident and problem management systems.
- Monitoring, prioritising and escalating incidents and problems in line with Service Level Agreements.
- Liaising with internal support teams, customers and third-party suppliers, providing clear and timely updates.
- Chairing Change Advisory Board, Emergency Change Advisory Board and Problem Review meetings to support effective change control and communication.
What you'll bring
- Microsoft Certified Professional qualification or equivalent experience.
- Strong experience working within an Information Technology helpdesk environment.
- Experience managing services against Service Level Agreements.
- Knowledge of Information Technology Infrastructure Library principles, including Foundation and Change or Problem qualifications.
- Sound knowledge of incident, problem and change management processes, tools and techniques.
- Understanding of current and emerging developments within service management and their practical application.
It would be great if you had
- Experience working as a Senior Service Analyst within medium to large service management environments.
- Advanced knowledge of Microsoft Office applications.
- Familiarity with Lotus Notes and Short Message Service technologies.
- Experience using HP Service Desk, HP Open View or similar service desk tools.
If you're interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!
Employment
Type: Full-time, Permanent.
- Security
- Clearance
Level: SC Cleared or eligible for SC Clearance.
Internal
Recruiter: Paul.
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.
If you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about us?
Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients.
The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment.
We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other.
We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets
Senior Service Analyst in Milton Keynes employer: Sopra Steria
Sopra Steria is an exceptional employer, offering a unique opportunity for a Data Security Technical Lead to influence enterprise-wide data security strategy while working remotely. With a strong focus on professional development, competitive benefits including a generous car allowance and private medical insurance, and a collaborative work culture that values innovation, employees are empowered to grow their careers in a supportive environment dedicated to making a real difference in national security.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Analyst in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sopra Steria. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sopra Steria before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Service Analyst in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sopra Steria:Your cover letter is your chance to shine! Tell us why you want to work at Sopra Steria specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sopra Steria!
How to prepare for a job interview at Sopra Steria
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
