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Service Desk Operations Assurance Analyst

Job Overview

The Service Desk Operations Assurance Analyst provides operational assurance across Service Desk activities by reviewing quality, monitoring process adherence, assessing controls and analysing service performance.

Key points

  1. The role identifies risks, quality issues and improvement opportunities and provides actionable insight that helps maintain a reliable, compliant and high-performing Service Desk.

  2. Working closely with Service Desk teams and leadership, the analyst supports Major Incident reviews, audit and compliance activities, operational reporting and continuous improvement.

  3. You will report to the Assurance Lead.

  4. Conduct quality assurance reviews across Service Desk activities and provide clear, actionable feedback.

  5. Experience in performing quality assurance, service assurance or operational quality reviews within an IT Service Management, Service Desk or IT Operations environment…

  6. Experience in analysing service performance, operational trends, incidents and quality data to identify recurring issues, risks and opportunities for improvement…

  7. Practical understanding of ITIL / ITSM processes, particularly Incident, Major Incident, Problem and Change Management, with experience reviewing process adherence…

  8. ServiceNow or equivalent ITSM platform experience. Root cause analysis and Problem Management experience.

Skills

Data VisualizationPower BIExcelTicketing Tools

Job type: Full-time