Technical Operations Analyst
Industry: Media & Entertainment / Technology
Location: Livingston, West Lothian
Work Model: On-site only (no remote or hybrid options due to operational requirements)
About the Role
This role sits within a Desktop Support Services team in a major European media and entertainment organisation. As a Technical Operations Analyst, you will coordinate desktop support activities, manage device lifecycle processes, and ensure smooth operational support for staff and technical teams. You’ll play a key role in communication, scheduling, and the delivery of IT services.
Key Responsibilities
* Coordinate desktop support activities, including incident and service request management
* Liaise with stakeholders and support teams to ensure timely processing of requests
* Monitor service queues and team mailboxes to maintain accurate communication
* Reset, image, and prepare devices for deployment following standard build procedures
* Manage device dispatch, returns, courier logistics, and quality checks
* Handle warranty repairs with hardware vendors (e.g., Dell, HP)
* Oversee equipment retirement and disposal in line with company policies
What You Bring
* Experience in an administrative or desktop support administration role
* Basic knowledge of Windows OS, device imaging, Apple tablets, and hardware troubleshooting
* Experience with Apple support, warranty handling, and device disposal
* Familiarity with ServiceNow (incidents, requests, queue management, list views)
* Strong written and verbal communication skills
* Ability to handle multiple tasks, prioritise effectively, and perform in a fast-paced environment
* Detail-oriented and analytical when resolving technical or operational issues
Team Environment
You’ll be part of a Desktop Services team responsible for 2nd-line end-user computing support, device deployment/returns, and desktop support operations.
Benefits
* Pension plan
* Private healthcare
* Mobile & broadband discounts
* Access to a wide range of employee perks
Important Note
This is a site-based role at a critical operations centre. Because the work involves hands-on device handling, live infrastructure, and real-time support, remote and hybrid working are not available.