Service Assurance Analyst
Location: Office-based – London
Hours: Monday – Friday, 9am – 5pm
Salary: £45,000 - £48,000
Role Overview
The Service Assurance Analyst is responsible for providing advanced technical support and maintaining service stability across business-critical systems. The role ensures incidents and service requests are resolved efficiently while maintaining high levels of service availability and end-user satisfaction.
The role involves diagnosing complex issues, supporting infrastructure and applications, contributing to root cause analysis, and ensuring services meet agreed service levels and operational standards.
Key Responsibilities:
Incident & Problem Management
- Act as the primary owner of incidents and service requests from initiation to resolution.
- Diagnose and resolve complex technical issues across applications, systems, and infrastructure.
- Perform root cause analysis for recurring incidents and contribute to problem management processes.
- Ensure incidents are managed in accordance with best practices and defined service levels.
Service Assurance & Monitoring
- Monitor the health and availability of critical systems and services.
- Investigate service alerts and proactively resolve potential issues before impacting users.
- Maintain service performance and ensure systems meet availability targets.
Technical Support
Provide technical support for:
- Hosted and on-premises Windows environments
- Cloud-based productivity suites
- Identity and access management platforms
- Mobile device management solutions
- Automation and process platforms
- Business process management systems
- Network connectivity issues
- Line-of-business applications
- Endpoint and device management
- Infrastructure components including servers, storage, networking, and security systems
Collaboration & Escalation
- Collaborate with internal teams and third-party service providers to investigate and resolve complex issues.
- Escalate incidents to senior engineers where necessary while maintaining ownership and communication.
- Participate in major incident management processes.
Service Improvement
- Identify opportunities to improve system reliability and service delivery.
- Create and maintain knowledge base articles, technical documentation, and asset registers.
- Assist with system upgrades, patches, and maintenance activities.
User & Stakeholder Communication
- Provide clear updates to users and stakeholders regarding incident progress.
- Deliver a high standard of customer service when supporting users.
Skills & Experience:
Essential
- Experience providing first- and second-line IT support or service desk functions.
- Strong troubleshooting and diagnostic skills.
- Experience with IT service management tools.
- Knowledge of IT service management frameworks (e.g., incident, problem, and change processes).
Highly Desirable
- Experience working in regulated environments.
- Experience supporting:
- Cloud-hosted and virtual desktop environments
- On-premises server and desktop environments
- Directory and identity management systems
- Mobile device management solutions
- Cloud-based productivity platforms
- Networking fundamentals (e.g., DNS, DHCP, TCP/IP)
- Ability to manage multiple incidents and priorities.
Personal Attributes
- Strong analytical and problem-solving skills.
- Excellent communication skills.
- Service-focused mindset.
- Ability to work under pressure.
- Team-oriented with strong collaboration skills.
Qualifications
- Qualification in IT, Computer Science, or a related field (desirable).
- Foundation-level IT service management certification (preferred).
- Relevant technical certifications (e.g., vendor or industry-recognised).
Additional Information
- Overtime may be required as needed.
- Occasional out-of-hours work, including weekends or public holidays, may be required.
- Occasional travel to other office locations may be required.