Service Operations Analyst – AR

Job Details

Job Description – Service Operations Analyst

Overview

The Service Operations Analyst sits within the IT “Run and Maintain” function at Lambeth Council. The role is responsible for supporting the day-to-day delivery of IT services, ensuring users receive effective support, and helping maintain stable, secure, and high-performing technology services for council staff and residents.

This role combines front-line IT reception support with IT service management (ITSM) and operational process support.

Key Responsibilities

IT Reception / Front-Line Support

  • Act as the first point of contact for users attending IT support
  • Welcome users and manage the front desk queue
  • Assess and triage IT issues and determine appropriate support routes
  • Log, update, and manage requests in the IT Service Management (ITSM) system
  • Provide basic technical support (e.g. issuing peripherals such as headsets and mice)
  • Refer users to appropriate technical teams or arrange appointments
  • Liaise with technical teams to escalate and prioritise issues
  • Check calendars and manage user appointments where required
  • Maintain a clean, organised, and professional reception area
  • Ensure signage and user guidance information is accurate and up to date
  • Follow up on user feedback and investigate poor experience scores

Service Operations / ITSM Responsibilities

  • Support the management of ITIL-based processes including incident, problem, change, release, and deployment
  • Monitor service issues and assist in identifying root causes and preventative actions
  • Ensure accurate tracking and updating of IT service tickets and records
  • Support asset and licence management, ensuring IT equipment is tracked and controlled
  • Assist in monitoring service performance and contributing to reporting and MI dashboards
  • Support continuous service improvement activities across IT services
  • Assist with ensuring service levels and performance targets are met
  • Support disaster recovery and operational continuity processes when required

Key Requirements

  • Good customer service and communication skills
  • Ability to manage multiple users and prioritise effectively in a busy environment
  • Understanding of IT service desk or IT support environments
  • Familiarity with ITIL practices (incident, problem, change management preferred)
  • Experience working with ITSM ticketing systems
  • Strong teamwork and collaboration skills
  • Ability to follow structured processes and maintain accurate records

Additional Information

  • This role operates within a customer-facing IT service environment
  • May require occasional out-of-hours or flexible working
  • Involvement in cross-team collaboration and service improvement activities