At a Glance
- Tasks: Support day-to-day IT service delivery and provide front-line user support.
- Company: Join Lambeth Council's dynamic IT team focused on community service.
- Benefits: Gain valuable experience, develop skills, and enjoy a supportive work environment.
- Other info: Opportunity for flexible working and involvement in service improvement projects.
- Why this job: Make a difference by helping users and improving IT services for the community.
- Qualifications: Strong customer service skills and familiarity with IT support environments.
The predicted salary is between 30000 - 40000 £ per year.
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
Service Operations Analyst – AR employer: Carrington Blake Recruitment
Lambeth Council is an exceptional employer that prioritises the well-being and development of its staff, offering a supportive work culture where collaboration and continuous improvement are at the forefront. As a Service Operations Analyst, you will benefit from a dynamic environment that encourages professional growth through training opportunities and involvement in cross-team initiatives, all while contributing to the delivery of vital IT services for the community. Located in the heart of Lambeth, this role provides a unique chance to make a meaningful impact on both council staff and residents, ensuring technology services remain stable and effective.
Contact Details:
Carrington Blake Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Analyst – AR
✨Tip Number 1
Get to know the company! Research Lambeth Council and their IT services. Understanding their values and how they operate will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Practice makes perfect! Prepare for common interview questions related to IT support and service management. Role-play with a friend or use online resources to boost your confidence and refine your answers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Service Operations Analyst – AR
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Operations Analyst. Highlight your customer service skills and any experience with IT support or ITIL practices. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your teamwork skills and ability to handle multiple tasks.
Showcase Relevant Experience:When filling out your application, be sure to include specific examples of your past experiences that relate to the responsibilities listed in the job description. We love seeing how you've tackled challenges in previous roles!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Carrington Blake Recruitment
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Understanding incident, problem, and change management will show that you're not just familiar with the terminology but can also apply it in real-world scenarios.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in previous roles. Think about specific situations where you managed user expectations or resolved issues effectively, as this role is all about supporting users.
✨Familiarise Yourself with ITSM Tools
If you have experience with ITSM ticketing systems, be ready to discuss them. If not, do a bit of research on popular tools and be prepared to explain how you would approach logging and managing requests.
✨Demonstrate Teamwork and Collaboration
This role involves working closely with technical teams, so highlight your teamwork skills. Share examples of how you've collaborated with others to solve problems or improve processes, as this will resonate well with the interviewers.
