Performance Support Analyst

Performance Support Analyst 12 month FTC

Location: Havant (Hybrid working available) 2/3 days per week

Salary: £25k - £44k dep on experience + performance related bonus + a range of other benefits to support your family, finances, and wellbeing

Contract: 12-month Fixed Term

Working Pattern: - Full-time 37 hours per week

About the Role

Join our Service Operations team, where you'll take ownership of Problem Management across our telecom’s services. You’ll manage the full lifecycle of problem tickets—from identification to resolution—while driving continuous improvement in systems, processes, and training.

Key Responsibilities

- Own and manage Problem tickets through their lifecycle (create, triage, resolve, close)

- Produce and analyse reports for Major Incidents, outage reasons, and service reviews

- Manage supplier performance at an operational level (reporting, analytics, service review meetings)

- Support continuous improvement efforts across Incident, Problem & Change areas

- Monitor KPIs and use data-driven reports to inform actions and improvements

What You’ll Bring

- Excellent communication and relationship-building skills with internal teams and external suppliers

- High attention to detail in data analysis and reporting

- Strong time management and ability to work independently and under pressure

- Proficient in Microsoft Office applications; open to learning new systems

- Commitment to improvement and customer care

Telecoms & Technical Knowledge

- Familiarity with telecoms operational processes (Incident, Change, Problem)

- Understanding of networks from fibre infrastructure to Layer 3 managed services

- Strong stakeholder engagement, analytical skills, and report writing

- Proven experience in delivering services to defined SLAs

- Commercial and business awareness

How to Apply

Submit your application online. Following the closing date, we’ll be in touch with an update. If you need further support, please reach out to - [email protected]