Service Assurance Analyst
Location: Office-based – London
Hours: Monday – Friday, 9am – 5pm
Salary: £45,000 - £48,000
Role Overview
The Service Assurance Analyst is responsible for providing advanced technical support and maintaining service stability across business-critical systems. The role ensures incidents and service requests are resolved efficiently while maintaining high levels of service availability and end-user satisfaction.
The role involves diagnosing complex issues, supporting infrastructure and applications, contributing to root cause analysis, and ensuring services meet agreed service levels and operational standards.
Key Responsibilities:
Incident & Problem Management
* Act as the primary owner of incidents and service requests from initiation to resolution.
* Diagnose and resolve complex technical issues across applications, systems, and infrastructure.
* Perform root cause analysis for recurring incidents and contribute to problem management processes.
* Ensure incidents are managed in accordance with best practices and defined service levels.
Service Assurance & Monitoring
* Monitor the health and availability of critical systems and services.
* Investigate service alerts and proactively resolve potential issues before impacting users.
* Maintain service performance and ensure systems meet availability targets.
Technical Support
Provide technical support for:
* Hosted and on-premises Windows environments
* Cloud-based productivity suites
* Identity and access management platforms
* Mobile device management solutions
* Automation and process platforms
* Business process management systems
* Network connectivity issues
* Line-of-business applications
* Endpoint and device management
* Infrastructure components including servers, storage, networking, and security systems
Collaboration & Escalation
* Collaborate with internal teams and third-party service providers to investigate and resolve complex issues.
* Escalate incidents to senior engineers where necessary while maintaining ownership and communication.
* Participate in major incident management processes.
Service Improvement
* Identify opportunities to improve system reliability and service delivery.
* Create and maintain knowledge base articles, technical documentation, and asset registers.
* Assist with system upgrades, patches, and maintenance activities.
User & Stakeholder Communication
* Provide clear updates to users and stakeholders regarding incident progress.
* Deliver a high standard of customer service when supporting users.
Skills & Experience:
Essential
* Experience providing first- and second-line IT support or service desk functions.
* Strong troubleshooting and diagnostic skills.
* Experience with IT service management tools.
* Knowledge of IT service management frameworks (e.g., incident, problem, and change processes).
Highly Desirable
* Experience working in regulated environments.
* Experience supporting:
* Cloud-hosted and virtual desktop environments
* On-premises server and desktop environments
* Directory and identity management systems
* Mobile device management solutions
* Cloud-based productivity platforms
* Networking fundamentals (e.g., DNS, DHCP, TCP/IP)
* Ability to manage multiple incidents and priorities.
Personal Attributes
* Strong analytical and problem-solving skills.
* Excellent communication skills.
* Service-focused mindset.
* Ability to work under pressure.
* Team-oriented with strong collaboration skills.
Qualifications
* Qualification in IT, Computer Science, or a related field (desirable).
* Foundation-level IT service management certification (preferred).
* Relevant technical certifications (e.g., vendor or industry-recognised).
Additional Information
* Overtime may be required as needed.
* Occasional out-of-hours work, including weekends or public holidays, may be required.
* Occasional travel to other office locations may be required.