{"id":2368087,"url":"https://alion.io/job/fixspace-service-operations-analyst","title":"Service Operations Analyst","company":{"id":4422484,"name":"Fix Space Recruitment","domain":"fixspace.uk","url":"https://alion.io/company/fixspace","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-12T17:02:34Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T03:49:35Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Service Operations Analyst\nTemporary Contract\nJob Details\nClient: London Borough of Lambeth\nService Area: Corporate Resources / Chief Digital & Data Officer / Service Operations / Service Desk\nHours: 35 hours per week\nWorking Pattern:\n100% office based\nFace-to-face customer service role based in the Civic Centre\nStart Date: 20 July 2026\nDuration: 12 weeks\nNumber of Roles: 2\nLocation\nOffice Base:\n6 Brixton Hill\nLondon\nLambeth\nSW2 1RW\nPay\n£23.51 per hour\nJob Overview\nLondon Borough of Lambeth is seeking 2 Service Operations Analysts to support the Lambeth Technology reception desk and wider Service Operations function.\nThe 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.\nThis 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.\nImportant - Please Read Carefully\nThis is a 100% office-based, face-to-face IT customer service role.\nCandidates 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.\nThe role requires experience in a Service Operations Analyst or similar IT service management role, preferably within a large local authority or service provider environment.\nCandidates should hold ITIL V4 Foundation accreditation and be educated to GCSE level or equivalent.\nCandidates without IT service management, ITSM ticketing, customer-facing IT support and ITIL experience are unlikely to be considered.\nKey Responsibilities\nRun the Lambeth Technology reception desk\nWelcome users attending IT support\nManage the queue of people waiting for support\nAssess user issues and understand the support needed\nRefer users to the appropriate supporting service or technical team\nGive clear advice where the relevant team is not immediately available\nKeep the reception area clean, tidy and professional\nEnsure signage is appropriate and up to date\nUpdate peripheral availability signage\nFulfil basic IT requests such as headsets, mice and other peripherals\nUpdate request tickets in the ITSM system\nContact users who have provided poor user experience scores to investigate feedback\nLiaise with technical teams to ensure users are seen where needed\nCheck team calendars and appointment bookings\nSupport the day-to-day operation of technology services\nAssist with ITIL processes including Problem, Change, Release and Deployment\nSupport Continuous Service Improvement activity\nSupport supplier and service assurance activity\nSupport IT asset management processes\nMonitor actions to investigate and resolve service problems\nAssist with implementation of remedies and preventative measures\nSupport service performance monitoring and reporting\nHelp maintain service continuity and reduce disruption to business services\nProduce, analyse and communicate management information reports\nWork collaboratively with colleagues, partners and customers\nEssential Experience & Skills\nExperience in a Service Operations Analyst role or similar IT service management role\nExperience working within effective teams delivering service management services\nExperience delivering high-quality IT service support to meet business requirements\nExperience using ITSM systems and updating request tickets\nExperience in customer-facing IT support or service desk environments\nStrong face-to-face customer service skills\nGood interpersonal skills\nAbility to influence, persuade and negotiate with stakeholders\nGood written and verbal communication skills\nGood presentation skills\nAbility to assess user issues and refer them to the correct support team\nUnderstanding of ITIL V4\nUnderstanding of relevant IT standards such as ISO/IEC 27001, ISO/IEC 20000 or similar\nAwareness of Problem, Change, Release and Deployment processes\nAwareness of Continuous Service Improvement\nAwareness of IT asset management\nAbility to monitor performance and support service reporting\nAbility to work collaboratively with technical teams\nAbility to work in a busy office-based reception environment\nAbility to remain professional when dealing with frustrated or dissatisfied users\nCommitment to excellent customer service and continuous improvement\nQualifications\nEssential:\nEducated to GCSE level or equivalent.\nEssential:\nITIL V4 Foundation accreditation.\nDesirable\nExperience working in a large local authority\nExperience working for a service provider delivering service management services\nExperience with IT asset management\nExperience supporting change, release or deployment processes\nExperience producing management information or service performance reports\nUnderstanding of ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301 or ISO/IEC 20000\nAwareness of PRINCE2 or MSP\nExperience investigating poor user experience scores or customer feedback\nAdditional Information\nThis is a 100% office-based role.\nThe role is face-to-face customer service based in the Civic Centre.\nInterview will be held online.\nCandidate submission deadline is 18 June 2026.\nDisclaimer\nOn 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.\nI acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do 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