Service Operations Analyst - Davies Consulting

ZipRecruiter; City Of London; Remote; GBP 26,000 - 31,000; Full time

Job summary

A leading recruitment platform in the UK seeks a Service Operations Analyst to provide expert IT support and enhance operational efficiency. You'll focus on rapid incident resolution and contribute to process improvements while liaising with technical teams. Ideal candidates will have experience in Enterprise IT support and a strong understanding of ITIL processes. This is a full-time, permanent position with a salary range of £26,000 - £31,000 per year.

Qualifications

• Experience providing IT support in a large organization.
• Customer-focused mindset for incident resolution.
• Ability to identify root causes and prevent repeat issues.

Responsibilities

• Rapid resolution of incidents with a focus on customer service.
• Manage tickets through the ITSM tool according to Service Management processes.
• Liaise with business and IT teams for permanent fixes.

Skills

Enterprise IT support experience

ITIL processes knowledge

Windows servers administration

Mobile device management

Active Directory/EntraID

Microsoft 365 familiarity

Networking understanding

Education

ITIL V4 foundation

Job description

Job Description

Overview

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 focused 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