Service Analyst

British Red Cross

  • Paisley
  • £31,808-33,825 per year
  • Contract
  • Full-time
  • 2 days ago
About The RoleService AnalystLocation: Paisley Office, occasional travel to sites across Scotland / North EnglandSalary Range: £31,808 to £33,825 per annumHours: 35 per week24-month Fixed Term ContractCould you support the service delivery of technology services and operational processes with direct engagement with service stakeholders through timely remediation of incident and service requests? Could you be a key part of a Service Delivery function responsible for transforming the way we work and improving the customer experience supporting the ethos of technology that just works?What will a Service Analyst 's job involve?
  • Ensure delivery of work package or elements thereof, incidents or service requests in-line with outcome or SLA/KPI commitments.
  • Support during incidents with production services, with clear communication to stakeholders. Identify and support people who are resolving issues.
  • Engage with customer to understand their needs and ensure those expected outcomes are met.
  • Produce relevant reports on SLA / KPI in a standard format and agreed timeframe.
  • Support Continual Improvement.
  • Provide customer focused support for staff and volunteers within BRC in locations across the UK and overseas. Support colleagues both remotely and in person.
  • Troubleshoot issues across the operational eco-systems. Investigate issues and work with colleagues to identify root causes and resolve issues.
  • Maintain a high level of customer service and deal with complex complaints. Use empathy to satisfy customer demands. Be proactive and adaptable to deliver the best outcome for the customer.
Please Note: The successful candidate needs to have access to their own transport. They'll need a full driving licence (UK category B).What will a Service Analyst need to be successful?
  • Broad awareness of common enterprise technology services such as end user devices, applications and unified communications.
  • Awareness of common user needs in an enterprise technology environment.
  • Ability to communicate clearly and concisely, both orally and in writing.
  • Prepare and present meetings at stand-ups.
  • Awareness of authentication technologies, such as Microsoft Active Directory, Microsoft Azure Active Directory, Microsoft Authenticator and SSO/MFA.
  • Ability to handle customer queries and complaints with empathy.
  • Ability to create technical documentation and user guidance materials.
  • Awareness of unified communications technologies and how they are best served to support the customer.
  • Experience handling customer requests, queries and complaints in person or remotely.
  • Experience working in an enterprise technology environment.
  • Experience tracking and logging work in a ITSM tooling.
Interested? Closing date for completed applications is 23:59hrs on Sunday 21st September 2025. Face-to-face interviews are expected to take place on the 29th and 30th of September. Please apply early, as we'll be reviewing candidates throughout. We reserve the right to close the ad in advance of the published date.In return for your dedication and expertise, you'll get:
  • Holidays: 36 days annual leave (including bank holidays) + option to buy 5 extra days (per annum).
  • Pension scheme: Up to 6% contributory pension.
  • Flexible working: We do our best to accommodate your preferred work style.
  • Learning & Development: Wide range of career opportunities + comprehensive learning.
  • Discounts: Access to Blue Light Discount Card and employee benefits platform.
  • Wellbeing Assistance: Access to mental health and wellbeing assistance.
  • Team Working: Champion our mission in a collaborative team.
At the British Red Cross, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff and volunteers. We remain dedicated to ensuring our teams can bring their true selves to work without risk or fear of discrimination. We do this through regular data reporting, and the assistance of our internal Race and Equality Network (REEN), LGBT+ Network. Plus, our Disability and Wellness Network (DAWN), Gender Network, Carers Network and Youth Network.Together, we are the world's emergency responders.About The CandidateAbout The Company

British Red Cross