About the role

  • Serve as a Subject Matter Expert for assigned IT service(s)
  • Adopt an automation-first, problem management-focused mindset for ticket management and resolution
  • Provide customer-focused incident and request resolution, restoring service for impacted customers
  • Provide support to major incidents working with Operational Support Leads and IT managers
  • Escalate complex issues to the Technical Operations team with all key information for handover
  • Work with Technical Operations to identify enhancements to reduce escalations
  • Ensure rapid resolution of incidents and requests via the ITSM tool and Service Management processes
  • Take calls from users and support them to raise/resolve queries/incidents/requests
  • Reduce repeat IT issues by identifying and addressing root causes
  • Liaise with other business and IT teams to implement permanent fixes and solutions
  • Manage business communications relating to services throughout issue lifecycles
  • Support onboarding of new services and customers to ensure smooth transitions into live service

Requirements

  • 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 Windows servers (2016 and above)
  • Technical experience of administration and support of Windows desktop OS (10 and above)
  • Experience with Mobile device management (e.g. Intune)
  • Experience with Active Directory / EntraID for user/group management
  • Experience with Microsoft 365 (Office, Teams, SharePoint, OneDrive)
  • Experience supporting end user devices (laptops, mobile phones, printers)
  • Understanding of LAN/WAN networking and firewalls

Job title

Service Operations Analyst

Job type

Experience level

Mid levelSenior

Salary

£26,000 - £31,000 per year

Degree requirement

No Education Requirement

Tech skills

Location requirements

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