Service Operations Analyst - ITSM & Incident Response

National Physical Laboratory; Teddington; Remote; GBP 45,000 - 65,000; Full time

Job summary

National Physical Laboratory in the United Kingdom is seeking a Service Operations Analyst to join the Time & Frequency team, applying ITSM best practices and incident/change management to keep critical systems resilient.

You will monitor services and respond to alerts, manage incidents, support service requests, and help ensure security and ITIL compliance across the enterprise infrastructure that underpins national digital services.

Qualifications

• Experience in a Service Operations or IT support environment with incident, change and service request management.
• Knowledge of ITIL principles and service management best practice including asset management.
• Experience using ITSM and operational tools such as ServiceNow, Jira, Remedy or Zabbix.

Responsibilities

• Monitor services, networks and applications and respond to events and incidents.
• Manage incidents through investigation, escalation, resolution and closure.
• Support Change Enablement activities including assessment, approval and tracking.
• Assist with service requests, user access administration and AD activities.
• Provide Service Desk support as a central point of contact for operational issues.
• Maintain asset, configuration and service records.
• Support backup, software maintenance and system configuration tasks.
• Ensure security and ITIL compliance while contributing to process improvements.

Skills

ITSM

ITIL

Incident mgmt

Change mgmt

Service Desk

Education

IT/CS/Engineering degree

Tools

ServiceNow

Jira

Remedy

Zabbix

Job description

National Physical Laboratory in the United Kingdom is seeking a Service Operations Analyst to join the Time & Frequency team, applying ITSM best practices and incident/change management to keep critical systems resilient.

You will monitor services and respond to alerts, manage incidents, support service requests, and help ensure security and ITIL compliance across the enterprise infrastructure that underpins national digital services.