Service Desk Operations Assurance Analyst

Job description

The Service Desk Operations Assurance Analyst provides operational assurance across Service Desk activities by reviewing quality, monitoring process adherence, assessing controls and analysing service performance. The role identifies risks, quality issues and improvement opportunities and provides actionable insight that helps maintain a reliable, compliant and high-performing Service Desk. Working closely with Service Desk teams and leadership, the analyst supports Major Incident reviews, audit and compliance activities, operational reporting and continuous improvement.

You will report to the Assurance Lead.

What you will do

Conduct quality assurance reviews across Service Desk activities and provide clear, actionable feedback. Monitor adherence to agreed Service Desk processes, policies, standards and operational controls. Assess control effectiveness and highlight gaps, risks or areas of non-compliance. Support Major Incident Management through post-incident reviews, analysis, action tracking and reporting. Analyse operational data and trends to identify recurring issues, risks and opportunities for improvement.

Maintain accurate operational assurance metrics, dashboards and reporting. Support audit and compliance activities, including evidence collection and validation. Track assurance findings and improvement actions through to agreed completion. Identify recurring quality issues and work with operational teams to understand underlying causes. Contribute to Service Desk process improvement and standardisation initiatives. Contribute to the adoption of automation, analytics and AI-enabled assurance capabilities where appropriate.

Qualifications

What you will bring

Experience in performing quality assurance, service assurance or operational quality reviews within an IT Service Management, Service Desk or IT Operations environment, including assessment of adherence to agreed processes and standards. Experience in analysing service performance, operational trends, incidents and quality data to identify recurring issues, risks and opportunities for improvement, with the ability to produce clear and actionable reporting.

Practical understanding of ITIL / ITSM processes, particularly Incident, Major Incident, Problem and Change Management, with experience reviewing process adherence, identifying quality gaps and providing constructive feedback. Would be considered as an advantage if you also have: ITIL Foundation certification. ServiceNow or equivalent ITSM platform experience. Major Incident ticket QA or post-incident review experience.

Audit, compliance or evidence-gathering experience. Knowledge management quality and review experience. Root cause analysis and Problem Management experience. Experience producing dashboards or reporting using Excel, Power BI, ServiceNow or similar tools.