Service Desk Operations Assurance Analyst

Description

The analyst gives operational assurance across Service Desk work: reviewing quality, checking process adherence, testing controls and analysing service performance.

The role finds risks, quality problems and chances to improve, and turns them into insight that keeps the Service Desk reliable, compliant and performing well.

The analyst works with Service Desk teams and leadership on Major Incident reviews, audit and compliance work, operational reporting and continuous improvement.

The company is a global data and technology business serving financial services, healthcare, automotive, agribusiness, insurance and many other markets. It has 25,200 people across 32 countries and invests in people and new advanced technologies.

Responsibilities

• Run quality assurance reviews across Service Desk work and give clear, practical feedback.
• Check that agreed Service Desk processes, policies, standards and operational controls are followed.
• Test how well controls work and point out gaps, risks or cases of non-compliance.
• Support Major Incident Management by running post-incident reviews, analysing causes, tracking actions and reporting results.
• Study operational data and trends to find recurring issues, risks and areas to improve.
• Keep operational assurance metrics, dashboards and reports accurate, and support audit and compliance work.

Requirements

• You have run quality assurance, service assurance or operational quality reviews in an IT Service Management, Service Desk or IT Operations setting, including checking adherence to agreed processes and standards.
• You have analysed service performance, operational trends, incidents and quality data to find recurring issues, risks and improvements, and can write clear, actionable reports.
• You understand ITIL and ITSM practice well, especially Incident, Major Incident, Problem and Change Management, and have reviewed process adherence, spotted quality gaps and given constructive feedback.
• You have worked on ServiceNow or a comparable ITSM platform, and you have done root cause analysis and Problem Management.
• You have reviewed Major Incident tickets or carried out post-incident reviews, and you have quality-checked or reviewed knowledge management content.
• You have built dashboards or reports in Excel, Power BI, ServiceNow or similar tools.

Conditions

Flexible working hours and home office are available.

Equal opportunity and affirmative action employer. Tell us early if you need an accommodation for a disability or special need.

Benefits

• Career pathway with learning and development programmes, plus unlimited access to online courses, learning materials and books.
• Friendly team environment with a strong team spirit, good working conditions and fun recreational time.
• Social package: life insurance, food vouchers, extra health insurance, monthly flex allowance, internet coverage, corporate discounts, marriage and childbirth or adoption allowance, Multisport card, Sharesave plan, employee assistance programme and a birthday gift.
• 25 days paid holiday, 1 extra day off on your birthday, and 3 extra paid days for taking part in a social responsibility event.