Service Assurance Analyst

Full time
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I.T., digital & online media services
1,001-5,000 employees
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Would you like to kick start your career in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Service Assurance team

The Service Assurance team are a proficient, fast-paced, and exciting team who are committed to providing excellent customer service. We support a multitude of technologies such as Cisco, Check Point and Microsoft, which means you will work alongside engineers managing high priority incidents and providing communication to key customer and internal stakeholders.

Success. The Softcat Way.

Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

About the Role:

As a Service Assurance Analyst, you will be responsible for Incident, Change, Transition, Escalation, Problem Management and implementing process and continual service improvements.

Please note: This is a 15-Month fixed term contract.

As a Service Assurance Analyst, you'll be responsible for:

  • ITIL process control - Incident, Transition, Problem and Change management
  • Major Incident Management
  • Act as a point of escalation for customers
  • Assist with reviewing existing documentation and suggesting or making improvements
  • Onboarding new customers and renewing existing customer's service documentation
  • Compiling internal and external facing reports
  • Providing on call support for high priority Incidents out of hours
  • Performance Reporting - specifically linked to ticket handling, SLA & KPI's

We'd love you to have:

  • 3-5 years within an MSP/internal IT environment
  • Excellent written & verbal communication skills including the ability to explain technical information clearly
  • Knowledge and use of Industry recognised IT Service Management tools. Preferably ServiceNow
  • Articulate; ability to communicate clearly and efficiently
  • Motivated, competitive and results driven
  • Able to work independently and as part of a team, with a ‘can do' attitude
  • Ability to multi-task and prioritise requirements, whilst maintaining a focus on quality work
  • Maintain excellent internal relationships, understanding who to go to, to gather relevant information
  • Strong data analysis experience
  • Providing out of hours support via on call rota

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

  • Hybrid working – 2-3days in the office and 2-3 days working from home
  • Working flexible hours - flexing the times you start and finish during the day
  • Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Join us

To become part of the success story, please apply now

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.