Job Title: Senior Service Analyst
Location: UK-Flexible
Salary: £38,000 to £41,786 per annum
Hours: 35 per week
Contract: Permanent
Are you passionate about using technology to make a real difference in people’s lives?
Do you thrive in a fast-paced environment where no two challenges are the same?
Ready to lead service excellence and drive continuous improvement in a purpose-led organisation?
Step into a role where your technical expertise powers real-world impact. As a Senior Service Analyst, you’ll be at the heart of delivering seamless, reliable technology that supports life-changing work across the UK and beyond. From resolving complex issues to driving service improvements, you’ll collaborate with passionate colleagues and stakeholders to make sure our systems run smoothly and securely. Whether you're troubleshooting on-site or supporting users remotely, your empathy, adaptability, and problem-solving mindset will help create a positive experience for every user. This is more than just a tech role—it’s your chance to help people in crisis by ensuring the tools they rely on simply work.
A day in the life of a Senior Service Analyst will involve:
- Supporting staff and volunteers across the UK and overseas with technical issues, both remotely and in person.
- Investigating and resolving incidents, identifying root causes and working with others to prevent future problems.
- Translating user needs into technical solutions that improve service delivery and user experience.
- Logging and tracking service requests, changes, and improvements to ensure accurate records and accountability.
- Producing clear reports on service performance and contributing to improvements in reporting processes.
- Visiting offices to assess and maintain IT systems, devices, and infrastructure, ensuring everything runs smoothly.
To be a successful Senior Service Analyst, you’ll need:
- A strong ability to build relationships and collaborate effectively within a team or squad.
- A broad understanding of enterprise technology services, including end-user devices and unified communications.
- Proven experience resolving customer queries and complaints with empathy and professionalism.
- To be a confident communicator, able to present clearly in meetings and produce user-friendly documentation.
- Be skilled in identifying service improvements and implementing changes that enhance user experience.
- An awareness of authentication and security technologies such as Active Directory, Azure AD, and MFA.
Interested? The closing date for applications is 23.59 on the Thursday 31st July 2025. Interviews are scheduled to take place shortly after this date.
In return for your commitment and expertise, you’ll get:
- Holidays: 36 days annual leave (including bank holidays) + option to buy 5 extra days.
- Pension scheme: Up to 6% contributory pension.
- Flexible working: We do our best to accommodate your preferred work style.
- Learning & Development: Wide range of career opportunities + comprehensive learning.
- Discounts: Access to Blue Light Discount Card and employee benefits platform.
- Wellbeing Support: Access to mental health and wellbeing assistance.
- Team Working: Support our mission in a collaborative team.
- Cycle2Work: Lease a bicycle through the scheme.
- Season ticket loan: Interest-free loan for commuting expenses.
At The British Red Cross, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff and volunteers. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination. We do this through regular data reporting, and the support of our internal Race and Equality Network (REEN), LGBT+ Network, our Disability and Wellness Network (DAWN), Gender Network, Carers Network and Young Staff Network.
Together, we are the world's emergency responders