Job Description
The Service Operations \x26amp; Service Desk Analyst is a\\npivotal operational role within organisation\\u2019s Service \x26amp; Support function.\\nThe role sits at the\x26nbsp;centre\x26nbsp;of service insight, coordination, and\\ncontinuous improvement, working closely with the Service Desk Manager, Service\\nLeads, Account Managers, and Ops \x26amp; Platforms teams. The role is accountable\\nfor leading Problem Management, producing high\-quality service review\\nmaterials, and ensuring operational discipline across Service Desk and\\nOperations. While this role makes extensive use of Halo data and reporting, it\\ndoes not own Halo configuration or development.<\/span><\/span><\/span><\/p>
Requirements<\/h3>- Service Operations \x26amp; Governance: Support day\-to\-day service governance, attend operational calls, and\x26nbsp;provide\x26nbsp;structured insight to Service leadership.<\/span><\/span><\/span><\/li>
- Problem Management (Primary Accountability): Lead the Problem Management process end\-to\-end, including trend analysis, RCA facilitation, and tracking corrective actions to closure.<\/span><\/span><\/span><\/li>
- Service Reviews \x26amp; Reporting: Create service review slide packs in line with schedules set by the Account Manager, ensuring content is\x26nbsp;accurate, client\-ready, and insight\-led.<\/span><\/span><\/span><\/li>
- Ops \x26amp; Platforms Engagement: Act as the Service \x26amp; Support interface into Ops \x26amp; Platforms, coordinating problem resolution, platform risks, and improvement actions.<\/span><\/span><\/span><\/li>
- Service Insight \x26amp; Continuous Improvement:\x26nbsp;Analyse\x26nbsp;service data to\x26nbsp;identify\x26nbsp;trends, risks, and improvement opportunities that reduce repeat incidents and improve service quality.<\/span><\/span><\/span><\/li>
- Operational Support \x26amp; Escalation: Support escalations and operational coordination when Service Leads are unavailable, ensuring service stability during high\-pressure periods.<\/span><\/span><\/span><\/li><\/ul>
Skills \x26amp; Experience<\/span><\/span><\/b><\/span><\/span><\/p>
- Strong understanding of IT Service Management within an MSP environment<\/span><\/span><\/span><\/li>
- Proven experience leading or supporting Problem Management<\/span><\/span><\/span><\/li>
- Confident producing client\-facing service review reports and presentations<\/span><\/span><\/span><\/li>
- Strong analytical skills with the ability to turn data into actionable insight<\/span><\/span><\/span><\/li>
- Excellent stakeholder communication skills across technical and non\-technical audiences<\/span><\/span><\/span><\/li>
- Highly\x26nbsp;organised\x26nbsp;with strong attention to detail<\/span><\/span><\/span><\/li><\/ul>
Success Measures<\/span><\/span><\/b><\/span><\/span><\/p>
- Problem Management is structured, visible, and reducing repeat incidents<\/span><\/span><\/span><\/li>
- Service reviews are consistently high quality and delivered on time<\/span><\/span><\/span><\/li>
- Operational risks are\x26nbsp;identified\x26nbsp;early and escalated appropriately<\/span><\/span><\/span><\/li>
- Clear, trusted service insight is available to Service \x26amp; Support leadership\x26nbsp;<\/span><\/span><\/span><\/li><\/ul><\/span><\/div><\/span>
Benefits<\/h3>·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span><\/span>Competitive salary<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/div>·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Annual Bonus<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Provident Fund<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Employee's State Insurance Corporation<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Medical Insurance<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Night Allowances<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Pick and Drop facilities at Jammu Office (Only for Female Staff)<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Team Lunches<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Maternity\/Paternity leaves<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Retirement Benefits<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Paid Time Off<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Flexible work schedules and workplace perks like on\-site snacks<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Flexible working<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Salary reviews are subject to annual performance\/annual appraisal reviews<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
<\/div><\/span>
Skills \x26amp; Experience<\/span><\/span><\/b><\/span><\/span><\/p>
- Strong understanding of IT Service Management within an MSP environment<\/span><\/span><\/span><\/li>
- Proven experience leading or supporting Problem Management<\/span><\/span><\/span><\/li>
- Confident producing client\-facing service review reports and presentations<\/span><\/span><\/span><\/li>
- Strong analytical skills with the ability to turn data into actionable insight<\/span><\/span><\/span><\/li>
- Excellent stakeholder communication skills across technical and non\-technical audiences<\/span><\/span><\/span><\/li>
- Highly\x26nbsp;organised\x26nbsp;with strong attention to detail<\/span><\/span><\/span><\/li><\/ul>
Success Measures<\/span><\/span><\/b><\/span><\/span><\/p>
- Problem Management is structured, visible, and reducing repeat incidents<\/span><\/span><\/span><\/li>
- Service reviews are consistently high quality and delivered on time<\/span><\/span><\/span><\/li>
- Operational risks are\x26nbsp;identified\x26nbsp;early and escalated appropriately<\/span><\/span><\/span><\/li>
- Clear, trusted service insight is available to Service \x26amp; Support leadership\x26nbsp;<\/span><\/span><\/span><\/li><\/ul><\/span><\/div><\/span>
Benefits<\/h3>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span><\/span>Competitive salary<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/div>·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Annual Bonus<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Provident Fund<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Employee's State Insurance Corporation<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Medical Insurance<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Night Allowances<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Pick and Drop facilities at Jammu Office (Only for Female Staff)<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Team Lunches<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Maternity\/Paternity leaves<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Retirement Benefits<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Paid Time Off<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Flexible work schedules and workplace perks like on\-site snacks<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Flexible working<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
·\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;\x26nbsp;<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span>Salary reviews are subject to annual performance\/annual appraisal reviews<\/span><\/span>\x26nbsp;<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>
<\/div><\/span>
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