Service Operations Analyst - AR

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