Service Desk Operations Assurance Analyst
Core
Provides operational assurance across Service Desk activities by reviewing quality, monitoring process adherence, assessing controls, and analyzing service performance to maintain a reliable, compliant, and high-performing Service Desk.
Role type
Service Desk Operations Assurance Analyst
Builds
Operational assurance metrics, dashboards, and reporting for audit and compliance activities
Domain
IT Service Management (ITSM) / Service Desk Operations
Deliverable
dashboards & analysis
Required skills
Quality assurance reviews, process adherence monitoring, control effectiveness assessment, Major Incident Management, operational data analysis, ITIL/ITSM processes, ServiceNow, Root cause analysis, Problem Management, dashboard/reporting tools (Excel, Power BI)
Preferred skills
None stated
Technologies
ServiceNow, Excel, Power BI
Responsibilities
Conduct quality assurance reviews across Service Desk activities; Monitor adherence to Service Desk processes, policies, and standards; Assess control effectiveness and highlight gaps or non-compliance; Support Major Incident Management through post-incident reviews and action tracking; Analyse operational data and trends to identify recurring issues and improvement opportunities; Maintain accurate operational assurance metrics and reporting
Seniority
Mid-level, hands-on IC