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- Tasks: Support IT services, resolve incidents, and enhance customer experience.
- Company: Davies Consulting is a diverse and inclusive workplace committed to employee growth.
- Benefits: Enjoy 25 days holiday, discounts at 800+ retailers, and enhanced parental leave.
- Why this job: Join a supportive team focused on innovation and customer satisfaction in IT.
- Qualifications: Experience in enterprise IT support and knowledge of ITIL processes required.
- Other info: Remote work available; perfect for tech-savvy problem solvers!
The predicted salary is between 36000 - 60000 £ per year.
As a Service Operations Analyst, this role requires the individual to serve as a Subject Matter Expert technical support specialist for the IT service(s) to which they are aligned. Whilst you will have your own specialization, you will also have the capacity to provide support for other services as needed.
You will have a customer-focused mindset for incident and request resolution, focusing on restoring service for impacted customers. You will provide support to major incidents working with the Operational Support Leads and other IT service managers and technical support staff.
You will follow documented processes to satisfy customer requests and also to support the diagnosis of incidents. For the technologies you are aligned to, you will also be able to carry out fault diagnosis beyond the documented procedures.
For complex issues, you will escalate to the Technical Operations team ensuring that all key information is collected to enable an effective handover between support teams. You will work with the Technical Operations team to identify enhancements which can be made in order to resolve issues within the Service Operations team without requiring escalation.
Key Responsibilities- Ensuring rapid resolution of incidents and requests with a customer service focus
- Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
- Reduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issues
- Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions
- Manage business communications relating to your service(s) throughout the lifecycle of any issue
- Experience working in a large organisation providing Enterprise IT support
- Experience working with ITIL processes for service management
- Technical experience of administration and support of some or all of the following technologies:
- Windows servers (2016 and above)
- Windows desktop OS (10 and above)
- Mobile device management (e.g. Intune)
- Active Directory / EntraID for user/group management
- Microsoft 365 (Office, Teams, SharePoint, OneDrive)
- End user devices (laptops, mobile phones, printers)
- Understanding of LAN/WAN networking and firewalls
Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).
Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:
- Reward platform - discounts for over 800 retailers
- 25 days holiday (rising with service)
- EAP with virtual GP
- 2 x paid volunteering days
- Enhanced maternity and paternity leave policies
- Fostering friendly and fertility support employer
- Pension - matched contribution up to 5%
- Life Assurance (4 x basic salary)
- Development, training, and professional qualifications where applicable
Service Operations Analyst | London, UK employer: Davies Consulting
Contact Detail:
Davies Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Operations Analyst | London, UK
✨Tip Number 1
Familiarise yourself with ITIL processes, as this role heavily relies on service management principles. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to effective service delivery.
✨Tip Number 2
Brush up on your technical skills related to the specific technologies mentioned in the job description, such as Windows servers and Microsoft 365. Being able to discuss your hands-on experience with these tools can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your customer service mindset during the interview. Think of examples where you've successfully resolved incidents or improved service delivery, as this will highlight your ability to handle customer-focused challenges.
✨Tip Number 4
Network with current or former employees of Davies Consulting on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge in understanding what they value in a Service Operations Analyst.
We think you need these skills to ace Service Operations Analyst | London, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and service management. Emphasise your familiarity with ITIL processes and any specific technologies mentioned in the job description, such as Windows servers and Microsoft 365.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-focused mindset and problem-solving skills. Mention specific examples of how you've resolved incidents or improved service delivery in previous roles.
Highlight Relevant Skills: In your application, clearly outline your technical skills related to the role, such as experience with Active Directory, mobile device management, and LAN/WAN networking. This will demonstrate your capability to handle the responsibilities of the position.
Follow Application Instructions: Ensure you carefully follow any specific application instructions provided by Davies Consulting. This includes submitting all required documents before the deadline of 20 February 2025 and ensuring your application is complete and well-formatted.
How to prepare for a job interview at Davies Consulting
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Operations Analyst. Familiarise yourself with ITIL processes and the specific technologies mentioned in the job description, such as Windows servers and Microsoft 365.
✨Showcase Your Customer Focus
Since this role requires a customer-focused mindset, prepare examples from your past experiences where you successfully resolved incidents or improved customer satisfaction. Highlight your ability to communicate effectively with both technical and non-technical stakeholders.
✨Demonstrate Problem-Solving Skills
Be ready to discuss how you've identified and implemented permanent fixes for recurring IT issues. Think of specific instances where you took ownership of a problem and saw it through to resolution, showcasing your proactive approach.
✨Prepare Questions
Have a few insightful questions ready to ask at the end of the interview. This could include inquiries about the team dynamics, the tools they use for incident management, or how they measure success in the Service Operations team.
