Application Deadline:
15 October 2025
Department:
IT
Location:
Home United Kingdom
Compensation:
£26,000 - £31,000 / year
Description
As a Service Operations Analyst, this role requires a technical support specialist to serve as a Subject Matter Expert for the IT service(s) to which they are aligned. Whilst you will have your own specialization, you will also have the capacity to provide support for other services as needed.
You will adopt an automation-first, problem management-focused mindset for ticket management and resolution, focussing on addressing the root cause of issues not just the symptoms and prevent repeat occurrences.
You must have a customer focussed mindset for incident and request resolution, focussing on restoring service for impacted customers. You will provide support to major incidents working with the Operational Support Leads and other IT service managers and technical support staff.
For complex issues, you will escalate to the Technical Operations team ensuring that all key information is collected to enable an effective handover between support teams. You will work with the Technical Operations team to identify enhancements which can be made to be able to resolve issues within the Service Operations team without requiring escalation.
In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance processes and procedures for overall efficiency and effectiveness.
Key Responsibilities
* Ensuring rapid resolution of incidents and requests with a customer service focus
* Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
* Taking calls from users, ensuring we are supporting them to raise/resolve their queries/incidents/requests, giving a high standard of customer service
* Reduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issues
* Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions
* Manage business communications relating to your service(s) throughout the lifecycle of any issue
* Support the onboarding of new services and customers where required to ensure smooth transitions into live service
Skills, Knowledge & Expertise
* Experience working in a large organisation providing Enterprise IT support
* Experience working with ITIL processes for service management
* ITIL V4 foundation (v4 or above)
* Technical experience of administration and support of some or all of the following technologies
* Windows servers (2016 and above)
* Windows desktop OS (10 and above)
* Mobile device management (e.g. Intune)
* Active Directory / EntraID for user/group management
* Microsoft 365 (Office, Teams, SharePoint, OneDrive)
* End user devices (laptops, mobile phones, printers)
* Understanding of LAN/WAN networking and firewalls