Contract Role: Service Analyst
📍 Hybrid (2 days onsite | London)
🗓️ 6 months | 💼 Inside IR35
🌍 Sector: UK Energy
We're hiring a Service Management Support Analyst to support a major transformation programme at a leading Energy company. You'll play a key role in preparing a customer-focused service team to handle complex support needs in a regulated environment.
Role Summary
Reporting to the Head of Service Management, you'll:
* Handle and resolve escalated customer issues beyond 1st line support
* Act as a liaison between customers, internal teams, and third-party providers
* Contribute to major incident and problem management processes
* Drive service improvements and help upskill the support function
What You’ll Need
* Hands-on experience with ITSM tools such as ServiceNow
* ITIL (v3/v4) qualified
* Proven experience working in regulated industries, particularly within OFGEM guidelines and compliance frameworks
* Strong experience in service management and customer support
* Skilled in triaging, diagnosing, and resolving incidents
* Excellent communication and stakeholder engagement
* Familiarity with ITIL processes and working in regulated industries
Apply now if you'd like to be considered for this role!