Service Analyst, Radford

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career; with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric ina friendly, fun and respectful environment where you are encouraged to thrive. Where will you be working? At M Group Telecom, we’re enabling and enhancing telecom networks, playing a lead role in the delivery of our tech enabled future. We deliver full network cycle services for fixed, private and mobile operators.Private networks- We find the best technology, manage assets and refresh systems. With 24/7 network operations, we keep things running smoothly, while operating comprehensive network repair and maintenance to keep everything in top shape. Want to come and be a part of it? What will you be doing?Resource Administration: Assist with engineer bookings, scheduling, and resource allocation, ensuring optimal deployment in line with business needs. Ticket Management: Support fault ticket administration, including logging, monitoring, updating status, highlighting jeopardy risks, and maintaining SLA performance.Inbox and Communications: Manage shared inboxes, ensuring emails are actioned promptly and professionally. Data and Reporting: Collate and update performance reports (ticket stats, response times, KPIs), providing summaries to the team manager. Workflow Support: Prepare Microsoft Forms and support workflow tools.Customer&Stakeholder Liaison: Act as first contact, triaging queries and escalating issues. Meeting Support: Prepare and attend technical bridges to capture actions. AILS Process: Support Acceptance Into Live Service documentation. Continuous Improvement: Identify bottlenecks and recommend improvements.What you’ll bring? Experience in scheduling or coordination support roles within telecoms, engineering environments. Familiar with ticketing and fault management systems (e.g. ServiceNow or Remedy). Strong Microsoft 365 knowledge, Outlook, Excel, and Forms. Organised, able to multitask.Clear communicator across engineers, customers, and management. Analytical, supporting performance and SLA reporting. Calm under pressure supporting live incidents. Flexible for out-of-hours and on-call. Desirable: telecoms/networking knowledge, ITIL awareness, business continuity or quality experience.Proactive, team-oriented, committed to service excellence. What’s in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include. · Matched or contributory pension scheme Online GP service, 24 hours a day, 365 days a year Employee assistance programmeMy Rewards portal, access to 1000’s of retail discounts Life assurance Cycle to work, salary finance and give as you earn schemes Enhanced maternity, paternity leave and adoption leave Reward and recognition scheme In addition, this role offers; Health Care Cash Plan, giving you theability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more! Discretionary bonus scheme 25 days annual leave plus bank holidays Recommend a friend– get rewarded for introducing people to us! About us We want to be an employer of choice and a great place to work,attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape ourculture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.·        We’re responsible and go further for our people, clients, communities and the planet ·        We’re open and seek new and better ways ofexceeding expectations·        We’re together and as one team; the whole is greater than the sum of the parts ·        We’re ambitious and embrace opportunity, to lead essential infrastructure services for life Whether you’re a trainee, apprentice or graduate, or progressing throughyour career, our people benefitfrom industry recognised programmes, training and development. It’s an exceptional time to be a part of M Group. Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will besubject to 3 rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding. #MGROUPT  INDREG