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Service Level (MI) Analyst

North West
Job Type:
£30k - 33k per year + 15-20% bonus


The Role

As our Service Level (MI) Analyst, the role will be responsible for leading and developing the Service Desk Management Information and reporting against key metrics which support Service Operations. You will own the creation of any Service Operations Reports to meet the needs of our customers. Able to support a great team environment, friendly and hard working. You will report service performance to the Director of Customer Operations and management team, highlighting any areas of improvement along with adding commentary to supporting your findings. You will play a key role supporting Communication Providers in managing order provisioning sequencing along with ensuring data is provided to allow them to communicate to their FTTP customer. You will have a range of responsibilities including all Provision & Assurance reporting activities, along with Service Delivery processes including Incident, Problem & Change.

Core Responsibilities

  • Determine the most appropriate means of identifying, capturing, and processing information required to meet business objectives, specifically around the service experience.
  • Provide support and guidance to colleagues to understand activities carried out within Service Operations.
  • Innovate the creation and maintenance of any new and existing reports to meet the customer needs and in relation to our contractual service level obligations.
  • Track and report all Property Reference Numbers (UPRN) through the agreed milestones and ensure this information supports a clear vision to the Service Delivery Manager of when properties will be ready to provision, this will support any provisioning sequencing with the Communications Providers (CP)
  • Work closely and collaboratively with internal departments to ensure Service Operations meet all reporting requirements and deadlines. 
  • Able to report commentary to trends or anomalies to Management.
  • Drive continuous improvement of processes.
  • Provide Service Delivery Manager & Service Assurance Manager with data insights in a presentable format and to meet the customer’s needs.  Insight should give visibility into the performance as well provide suggestions of improvements which could be made.
  • Working to achieve SLA’s, quality standards and other KPI’s agreed.
  • Effective time management ensuring tasks are effectively complete with agreed timeframes.
  • Work within the relevant policies e.g. Information Security
  • Develop clear tracking and validation of the Gigabit Voucher Scheme in line with project applications.
  • Develop resource models to support recruitment planning and achieving SLA’s.
  • Developing and operating ways of working to ensure data quality.

Reporting to

  • Service Delivery Manager

Experience and Qualifications

  • Excellent skills on Microsoft applications
  • Working within Telecoms, specifically Fibre related products
  • Working within a Service Support Environment
  • Using Service Desk applications

Personal Attributes

  • Good communication, organisation and team working skills.
  • Customer focused with a professional outward attitude.
  • High attention to detail and quality
  • Be able to communicate effectively and professionally with internal and external clients.
  • Time Management. The ability to manage time and prioritize tasks.
  • Can do attitude, focussed and ability to work independently in line with our service guarantees.
  • Team Player

Our Ideal Fit

Someone who is a team player, they must be willing to get their sleeves rolled up from time to time in order to take this business from what is a start-up to one that is an industry leader. They must enjoy presenting data in a readable format along with ensuring attention to detail.

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    Sector: Other

    Salary: £30k - 33k per year + 15-20% bonus


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