Service Operations Analyst

Davies; United Kingdom; Remote; GBP 26,000 - 31,000; Full time

Job summary

A leading IT services firm is looking for a Service Operations Analyst to provide specialized support for IT services. The role focuses on rapid resolution of incidents and problem management. Ideal candidates will have experience in Enterprise IT support and knowledge of ITIL processes, along with technical expertise in Windows servers and Active Directory management.

Qualifications

• Experience providing Enterprise IT support.
• Familiarity with ITIL processes for service management.
• Ability to manage user and group permissions via Active Directory.

Responsibilities

• Ensure rapid resolution of incidents with excellent customer service.
• Manage ticket resolution through ITSM tools as per service management processes.
• Liaise with IT teams for permanent solutions to issues.

Skills

Supporting large organizations

ITIL process knowledge

Windows Server administration

Windows desktop OS support

Mobile device management

Active Directory management

Microsoft 365 support

LAN/WAN understanding

Education

ITIL V4 Foundation certification

Tools

ITSM tools

Job description

Service Operations Analyst

Application Deadline: 15 October 2025

Department: IT

Employment Type: Permanent - Full Time

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, focusing 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, focusing 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