Service Desk Operations Assurance Analyst

📋 Description

• Conduct quality assurance reviews across Service Desk activities and provide clear, actionable
• 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
• Analyse operational data and trends to identify recurring issues, risks and opportunities for
• Maintain accurate operational assurance metrics, dashboards and reporting and support audit and

🎯 Requirements

• Experience in performing quality assurance, service assurance or operational quality reviews within
• Experience in analysing service performance, operational trends, incidents and quality data to
• Practical understanding of ITIL / ITSM processes, particularly Incident, Major Incident, Problem
• ServiceNow or equivalent ITSM platform experience. Root cause analysis and Problem Management
• Major Incident ticket QA or post-incident review experience. Knowledge management quality and
• Experience producing dashboards or reporting using Excel, Power BI, ServiceNow or similar tools.

🎁 Benefits

• Personal Development - career pathway for professional growth supported by learning and development
• Work environment - excellent work conditions with friendly environment, recognized team spirit, and
• Social benefit package including life insurance, food vouchers, additional health insurance
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid
• Opportunity for Flexible working hours and Home Office.