Service Assurance Analyst

Job Title: Service Assurance Analyst

Location: London - Office-based

Hours: Standard business hours – 9am to 5pm (Mon–Fri)

Salary: £43,000 – £45,000 plus excellent benefits

Overview

Responsible for providing advanced technical support and ensuring stability of critical IT services for a mid-sized, multi-region user base. Focus on resolving incidents efficiently, maintaining system availability, and supporting business operations.

Key Responsibilities

Incident & Problem Management

• Own incidents and service requests through to resolution
• Troubleshoot complex technical issues across systems and applications
• Conduct root cause analysis and follow best practice processes

Service Monitoring & Assurance

• Monitor system performance and availability
• Respond to alerts and proactively prevent issues

Technical Support

• Support Windows environments (cloud and on-premises)
• Work with Azure Entra, Intune and Defender
• Administer enterprise productivity and identity platforms
• Manage device, network, and application support issues
• Assist with infrastructure including servers, storage, and security

Collaboration & Escalation

• Work with internal teams and third-party providers
• Escalate where needed while retaining ownership
• Support major incident processes

Service Improvement

• Identify reliability and performance improvements
• Maintain documentation and knowledge base
• Support upgrades and maintenance

Communication

• Provide clear updates to users and stakeholders
• Deliver high-quality customer service

Skills & Experience

Essential:

• Experience in IT support/service desk roles
• Strong troubleshooting skills
• Confident using Azure, Entra and Intune
• Familiarity with ITSM tools
• Understanding of IT service management processes

Desirable:

• Experience in regulated environments
• Knowledge of cloud platforms, directory services, device management, and networking fundamentals

Attributes

• Analytical and problem-solving mindset
• Strong communication skills
• Ability to manage multiple priorities under pressure
• Team-oriented and service-focused

Qualifications

• Relevant IT qualification (desirable)
• IT service management certification (preferred)
• Technical certifications (advantageous)

This organisation offers:

• Competitive salary
• Annual bonus
• Fantastic pension scheme
• Private health insurance
• Ongoing professional development and progression opportunities
• Travel opportunities