Technical Service Assurance Analyst

Service Assurance Analyst

Location: Office-based – London

Hours: Monday – Friday, 9am – 5pm

Salary: £45,000 - £48,000

Role Overview

The Service Assurance Analyst is responsible for providing advanced technical support and maintaining service stability across business-critical systems. The role ensures incidents and service requests are resolved efficiently while maintaining high levels of service availability and end-user satisfaction.

The role involves diagnosing complex issues, supporting infrastructure and applications, contributing to root cause analysis, and ensuring services meet agreed service levels and operational standards.

Key Responsibilities:

Incident & Problem Management

• Act as the primary owner of incidents and service requests from initiation to resolution.
• Diagnose and resolve complex technical issues across applications, systems, and infrastructure.
• Perform root cause analysis for recurring incidents and contribute to problem management processes.
• Ensure incidents are managed in accordance with best practices and defined service levels.

Service Assurance & Monitoring

• Monitor the health and availability of critical systems and services.
• Investigate service alerts and proactively resolve potential issues before impacting users.
• Maintain service performance and ensure systems meet availability targets.

Technical Support

Provide technical support for:

• Hosted and on-premises Windows environments
• Cloud-based productivity suites
• Identity and access management platforms
• Mobile device management solutions
• Automation and process platforms
• Business process management systems
• Network connectivity issues
• Line-of-business applications
• Endpoint and device management
• Infrastructure components including servers, storage, networking, and security systems

Collaboration & Escalation

• Collaborate with internal teams and third-party service providers to investigate and resolve complex issues.
• Escalate incidents to senior engineers where necessary while maintaining ownership and communication.
• Participate in major incident management processes.

Service Improvement

• Identify opportunities to improve system reliability and service delivery.
• Create and maintain knowledge base articles, technical documentation, and asset registers.
• Assist with system upgrades, patches, and maintenance activities.

User & Stakeholder Communication

• Provide clear updates to users and stakeholders regarding incident progress.
• Deliver a high standard of customer service when supporting users.

Skills & Experience:

Essential

• Experience providing first- and second-line IT support or service desk functions.
• Strong troubleshooting and diagnostic skills.
• Experience with IT service management tools.
• Knowledge of IT service management frameworks (e.g., incident, problem, and change processes).

Highly Desirable

• Experience working in regulated environments.
• Experience supporting:
• Cloud-hosted and virtual desktop environments
• On-premises server and desktop environments
• Directory and identity management systems
• Mobile device management solutions
• Cloud-based productivity platforms
• Networking fundamentals (e.g., DNS, DHCP, TCP/IP)
• Ability to manage multiple incidents and priorities.

Personal Attributes

• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Service-focused mindset.
• Ability to work under pressure.
• Team-oriented with strong collaboration skills.

Qualifications

• Qualification in IT, Computer Science, or a related field (desirable).
• Foundation-level IT service management certification (preferred).
• Relevant technical certifications (e.g., vendor or industry-recognised).

Additional Information

• Overtime may be required as needed.
• Occasional out-of-hours work, including weekends or public holidays, may be required.
• Occasional travel to other office locations may be required.