Service Operations Analyst

  • -
  • London Borough of Lambeth
  • Temporary
  • On-Site
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Job Description:

Service Operations Analyst

Temporary Contract

Job Details

Client: London Borough of Lambeth
Service Area: Corporate Resources / Chief Digital & Data Officer / Service Operations / Service Desk

Hours: 35 hours per week

Working Pattern:
100% office based
Face-to-face customer service role based in the Civic Centre

Start Date: 20 July 2026
Duration: 12 weeks

Number of Roles: 2

Location

Office Base:
6 Brixton Hill
London
Lambeth
SW2 1RW

Pay

£23.51 per hour

Job Overview

London Borough of Lambeth is seeking 2 Service Operations Analysts to support the Lambeth Technology reception desk and wider Service Operations function.

The role will involve providing face-to-face IT support reception, welcoming users, managing the queue, assessing user issues, referring users to the correct technical support team and updating request tickets within the ITSM system.

This is a customer-facing IT service management role requiring strong customer service skills, IT service desk or service operations experience, good communication skills and a clear understanding of ITIL processes and service management standards.

Important – Please Read Carefully

This is a 100% office-based, face-to-face IT customer service role.

Candidates must be comfortable working on a Technology reception desk, dealing directly with users, assessing IT issues, managing queues, updating tickets and liaising with technical teams.

The role requires experience in a Service Operations Analyst or similar IT service management role, preferably within a large local authority or service provider environment.

Candidates should hold ITIL V4 Foundation accreditation and be educated to GCSE level or equivalent.

Candidates without IT service management, ITSM ticketing, customer-facing IT support and ITIL experience are unlikely to be considered.

Key Responsibilities

  • Run the Lambeth Technology reception desk
  • Welcome users attending IT support
  • Manage the queue of people waiting for support
  • Assess user issues and understand the support needed
  • Refer users to the appropriate supporting service or technical team
  • Give clear advice where the relevant team is not immediately available
  • Keep the reception area clean, tidy and professional
  • Ensure signage is appropriate and up to date
  • Update peripheral availability signage
  • Fulfil basic IT requests such as headsets, mice and other peripherals
  • Update request tickets in the ITSM system
  • Contact users who have provided poor user experience scores to investigate feedback
  • Liaise with technical teams to ensure users are seen where needed
  • Check team calendars and appointment bookings
  • Support the day-to-day operation of technology services
  • Assist with ITIL processes including Problem, Change, Release and Deployment
  • Support Continuous Service Improvement activity
  • Support supplier and service assurance activity
  • Support IT asset management processes
  • Monitor actions to investigate and resolve service problems
  • Assist with implementation of remedies and preventative measures
  • Support service performance monitoring and reporting
  • Help maintain service continuity and reduce disruption to business services
  • Produce, analyse and communicate management information reports
  • Work collaboratively with colleagues, partners and customers

Essential Experience & Skills

  • Experience in a Service Operations Analyst role or similar IT service management role
  • Experience working within effective teams delivering service management services
  • Experience delivering high-quality IT service support to meet business requirements
  • Experience using ITSM systems and updating request tickets
  • Experience in customer-facing IT support or service desk environments
  • Strong face-to-face customer service skills
  • Good interpersonal skills
  • Ability to influence, persuade and negotiate with stakeholders
  • Good written and verbal communication skills
  • Good presentation skills
  • Ability to assess user issues and refer them to the correct support team
  • Understanding of ITIL V4
  • Understanding of relevant IT standards such as ISO/IEC 27001, ISO/IEC 20000 or similar
  • Awareness of Problem, Change, Release and Deployment processes
  • Awareness of Continuous Service Improvement
  • Awareness of IT asset management
  • Ability to monitor performance and support service reporting
  • Ability to work collaboratively with technical teams
  • Ability to work in a busy office-based reception environment
  • Ability to remain professional when dealing with frustrated or dissatisfied users
  • Commitment to excellent customer service and continuous improvement

Qualifications

Essential:
Educated to GCSE level or equivalent.

Essential:
ITIL V4 Foundation accreditation.

Desirable

  • Experience working in a large local authority
  • Experience working for a service provider delivering service management services
  • Experience with IT asset management
  • Experience supporting change, release or deployment processes
  • Experience producing management information or service performance reports
  • Understanding of ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301 or ISO/IEC 20000
  • Awareness of PRINCE2 or MSP
  • Experience investigating poor user experience scores or customer feedback

Additional Information

This is a 100% office-based role.

The role is face-to-face customer service based in the Civic Centre.

Interview will be held online.

Candidate submission deadline is 18 June 2026.

Disclaimer

On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.

I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.

Job Reference

OR102985