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.
Requirements
Department: Customer Service
Experience Level: Not Applicable