Service Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist in the daily governance of services, participate in operational calls, and deliver structured insights to Service leadership.

• Oversee the Problem Management process from start to finish, including trend analysis, facilitating root cause analysis (RCA), and monitoring corrective actions to completion.

• Develop service review slide presentations according to the timelines established by the Account Manager, ensuring the information is precise, client-ready, and driven by insights.

• Serve as the Service & Support liaison with Operations & Platforms, coordinating the resolution of issues, addressing platform risks, and implementing improvement initiatives.

• Examine service data to pinpoint trends, risks, and opportunities for enhancements that minimize recurring incidents and elevate service quality.

• Provide assistance with escalations and operational coordination in the absence of Service Leads, ensuring service stability during critical periods.

⛳️ Requirements

• In-depth knowledge of IT Service Management in a Managed Service Provider (MSP) context.

• Demonstrated experience in leading or assisting with Problem Management.

• Proficient in creating client-facing service review reports and presentations.

• Strong analytical abilities with the capacity to convert data into actionable insights.

• Excellent communication skills for engaging stakeholders across both technical and non-technical groups.

• Highly organized with a keen eye for detail.

🏝️ Benefits

• Remote work opportunities.

• Ability to work from home.

• Monday to Friday work schedule.

• Observance of UK holidays.