IT Operations & 3rd Party Support Analyst – ICT Services
About the Role
We are looking for a highly organised and proactive IT Operations & 3rd Party Support Analyst to join our ICT Services team. This role is central to the smooth running of our Service Desk, acting as the key operational link between our Level 1 Analysts, Break Fix Engineers, internal support teams and third‑party suppliers.
You will oversee day‑to‑day workflow, ensure SLA targets are met, manage ticket progression, and support both internal teams and subcontractors in delivering a high‑quality, ITIL‑aligned support service. While not a people management role, you will provide operational guidance, coordination, and leadership across the team.
If you thrive in a fast‑paced support environment, enjoy problem‑solving, and want to contribute to service improvement, this could be the perfect role for you.
Key Responsibilities
* Oversee daily operations across Level 1 and Break Fix teams, supporting the Service Desk Team Leader.
* Take ownership of ticket queues, ensuring SLA adherence and timely progression.
* Coordinate third‑party subcontractors, ensuring work quality and on‑time delivery.
* Manage workflow and ticket distribution to maintain steady service flow.
* Provide Level 1 technical support via phone, email, webchat, and portal.
* Offer day‑to‑day guidance and escalation support to Level 1 analysts.
* Coordinate break-fix activities including engineer dispatch, parts management, and resolution validation.
* Monitor SLAs and identify repeat issues or bottlenecks.
* Produce routine and ad‑hoc operational performance reports.
* Escalate unresolved or complex issues to 2nd or 3rd Line teams with full communication tracking.
* Support Customer Success Managers with operational service metrics.
* Recommend and support service and process improvements.
* Proactively chase or escalate tickets approaching SLA breach.
* Take operational ownership of critical escalations following ITIL Incident Management.
* Contribute to knowledge management including SOPs, documentation, and knowledge articles.
* Assist with onboarding, training support, and upskilling of Level 1 analysts.
* Attend customer meetings to provide operational insights.
* Support operational activity such as shift planning, holiday coordination, and general team support.
* Act as a key liaison between internal teams and third‑party suppliers for daily service issues.
* Participate in team meetings and continuous improvement initiatives.
* Complete any other duties as directed by management.
Skills, Knowledge & Experience
* Strong understanding of IT Managed Services and frontline Service Desk operations.
* Excellent customer communication and stakeholder management skills.
* Calm and professional approach when handling escalations or high‑pressure scenarios.
* Highly organised with the ability to prioritise and manage workload effectively.
* Experience coordinating third‑party vendors or subcontractors (advantageous).
* Good working knowledge of ITIL (Incident, Request, Problem, Change).
* Experience with ticketing tools (e.g., Autotask, ServiceNow, or similar).
* Solid technical understanding of PCs, Microsoft OS, networks, and general IT infrastructure.
* Familiarity with server technologies and break fix workflows (beneficial).
* Ability to analyse operational data and spot trends or improvements.
Key Competencies
* Committed to delivering exceptional customer service.
* Highly collaborative, working effectively across multiple teams and partners.
* A reliable point of coordination with strong accountability and ownership.
* Proactive, solutions‑focused, and able to drive continuous improvement.
* Adheres to ITIL best practice and departmental governance.
Why join us?
* Salary
* 25 days holiday
* The ability to Buy and Sell holiday
* A Volunteer Day
* Life Assurance (4 x base salary)
* Pension Scheme
* Employee Assistance Programme
* Coaching and Mentoring
* EyeCare - Access to money off for glasses and sight test
* Flu Jab
* Eligibility for Costco Membership
Values:
The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
Equality and Diversity Statement: Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.
Recruitment Agencies: Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.