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Service Analyst

Posted 15 March by Parkside Office Professional Ended

Our international client based in Chessington, Surrey require an experienced Service Analyst to provide support services to the UK Service Operation.

In particular the role will have dual responsibility:

  • To take care of all service administration
  • Provide first level service delivery management function either direct to customers or in support of the Service Delivery Managers

Service Analyst

  • Produce Monthly Service Reports in accordance with Contract requirements..
  • Produce and maintain detailed Customer contract files.
  • Provide internal service to record and update all installed assets.
  • Collate action points from Service reviews and manage progression to completion. Provide timely updates for SDM before next service review.
  • Assist in the preparation and follow up of Preventative / Life Cycle maintenance plans.
  • First point of contact for internal & external customers when supporting service desk.
  • Allocate service visits to technicians and administer their work schedule, taking into consideration our clients needs; and independently evaluate, organise and prioritise work in accordance with the contract requirements.
  • Minor' sales - assist in taking & processing orders for additional equipment from our existing customers.
  • Act as first escalation point for customer issues. In particular manage calls that approach or exceed SLA response time.
  • SQL skills and MS Excel skills required

Functions in detail:

  • Create and maintain a cost forecast that tracks actual and forecast costs against the project budget.
  • Ensure that invoice payments are monitored and overdue invoices highlighted for resolution by the Service Management team.
  • Maintain a risk register and issue log; liaise with service team members on a regular basis to ensure that risks and issues are captured and updated.
  • Progress items from the issues log to successful completion - as allocated by the SDMP
  • Pro-actively manage the variation procedure to ensure that variation orders are tracked and processed in accordance with customer time requirements.
  • Set-up and maintain correspondence log and files.
  • Close liaison with HQ for the creation and maintenance of various financial and operational reports.
  • Operate within the procedures set-down at HQ and ensure that the requirements of those procedures are reflected in the service operation.
  • Assist UK Service Management team as and where required, and attend Service Meetings where necessary.
  • Delegated authority to Deputise for the SDM for both day to day duties and responsibility for Service reviews.
  • Manage and co-ordinate service projects as required.
  • Provide out of hours escalation cover as identified within the rota.
  • Provide weekend escalation cover as identified within the rota
  • Complete trend analysis using available reports to assist in continuous improvement activities
  • Assist in the creation of Service processes and procedures.
  • Control the continuous improvement register ensuring timely updates and allocation of tasks

This is an excellent opportunity for you to join a dynamic team and progress.


Parkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy.Parkside Recruitment is an Equal Opportunities Employer.

Required skills

  • SQL
  • Visual Basic
  • Service Analyst

Reference: 34388377

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