Operations Centre Analyst — Incident Response & IT Support

Gold Group; Havant; On-site; GBP 21,000 - 30,000; Full time

Job summary

Gold Group in Portsmouth is seeking an Operations Centre Analyst to monitor and support daily IT operations, incidents and service desk tasks from 7 am to 3 pm, Monday to Friday, with occasional shift coverage. You will log incidents using service management tools, monitor servers and systems, assist specialist teams, and provide timely updates while following defined processes.

You will contribute to knowledge bases, generate reports, and work with colleagues to improve service quality, while

Qualifications

• Experience in customer-facing roles, ideally in technical support or service desk environments.
• Proactive approach to challenges and ability to adapt to new situations/technologies.
• Eagerness to learn and develop skills in IT and service operations.
• Ability to identify simple process improvements and suggest changes.
• Strong attention to detail with growing problem-solving capability.

Responsibilities

• Work closely with team members to support daily operations and tasks.
• Identify, prioritise, and respond to incidents and issues in a timely manner, following clear procedures.
• Use service management tools to log and update incidents, ensuring information is accurate throughout the process.
• Monitor servers and systems to spot and respond to issues using event management tools.
• Assist specialist teams with resolving technical problems.
• Follow set processes and guidelines to fix incidents and problems.
• Provide updates on ongoing incidents, keeping everyone informed.
• Contribute to updating knowledge articles to improve service desk efficiency.
• Help generate reports using data from the service management system.
• Support software rebuilds or deployments following system failures.
• Assist with software configuration and deployment tasks.
• Occasionally support shift work and be flexible with shift coverage.
• Assist the Senior Operations Engineer with various tasks, ensuring processes are followed.
• Work on improving service quality by reviewing incidents and suggesting improvements.
• Be proactive in learning new technical skills from colleagues.
• Demonstrate reliability and timekeeping.

Skills

Customer-focused

Proactive problem solving

Willingness to learn

Process improvement

Attention to detail

Adaptability

Job description

Gold Group in Portsmouth is seeking an Operations Centre Analyst to monitor and support daily IT operations, incidents and service desk tasks from 7 am to 3 pm, Monday to Friday, with occasional shift coverage. You will log incidents using service management tools, monitor servers and systems, assist specialist teams, and provide timely updates while following defined processes.

You will contribute to knowledge bases, generate reports, and work with colleagues to improve service quality, while