Technical Operations Analyst

Technical Operations Analyst

Industry: Media & Entertainment / Technology

Location: Livingston, West Lothian

Work Model: On-site only (no remote or hybrid options due to operational requirements)

About the Role

This role sits within a Desktop Support Services team in a major European media and entertainment organisation. As a Technical Operations Analyst, you will coordinate desktop support activities, manage device lifecycle processes, and ensure smooth operational support for staff and technical teams. You'll play a key role in communication, scheduling, and the delivery of IT services.

Key Responsibilities

• Coordinate desktop support activities, including incident and service request management
• Liaise with stakeholders and support teams to ensure timely processing of requests
• Monitor service queues and team mailboxes to maintain accurate communication
• Reset, image, and prepare devices for deployment following standard build procedures
• Manage device dispatch, returns, courier logistics, and quality checks
• Handle warranty repairs with hardware vendors (e.g., Dell, HP)
• Oversee equipment retirement and disposal in line with company policies

What You Bring

• Experience in an administrative or desktop support administration role
• Basic knowledge of Windows OS, device imaging, Apple tablets, and hardware troubleshooting
• Experience with Apple support, warranty handling, and device disposal
• Familiarity with ServiceNow (incidents, requests, queue management, list views)
• Strong written and verbal communication skills
• Ability to handle multiple tasks, prioritise effectively, and perform in a fast-paced environment
• Detail-oriented and analytical when resolving technical or operational issues

Team Environment

You'll be part of a Desktop Services team responsible for 2nd-line end-user computing support, device deployment/returns, and desktop support operations.

Benefits

• Pension plan
• Private healthcare
• Mobile & broadband discounts
• Access to a wide range of employee perks

Important Note

This is a site-based role at a critical operations centre. Because the work involves hands-on device handling, live infrastructure, and real-time support, remote and hybrid working are not available.