Support Analyst
hace 3 días
Leeds
Job description: Support Analyst Location: Leeds or London, UK (3 days in office) SC Cleared: Not Required Job Type: Full-Time Relevant Experience: >5 Years Role Purpose • The Service Analyst will provide day-to-day operational support across key Digital Delivery Hub services, ensuring incidents, service requests and data updates are efficiently tracked, progressed and communicated., • They will play a vital role in maintaining service stability by supporting incident investigations, preparing management information (MI), ensuring accurate documentation, and coordinating with suppliers and internal teams., • This role is an essential part of the live service function, helping maintain strong controls, clean reporting, and smooth operational flow. Key responsibilities: Incident & Request Support • Monitor incident and service request queues (ServiceNow), ensuring timely triage and assignment., • Support the Service Manager in coordinating responses across Gateway Forms and CBRE, • Capture details accurately, update tickets clearly, and maintain a consistent audit trail., • Support early-stage investigation by gathering logs, screenshots or evidence from relevant teams., • Produce and maintain core Service Management MI, including:, • Weekly incident summaries, • SLA/OLA performance data, • Trend analysis, • Volumetrics and user behaviour observations, • Identify patterns or recurring issues and flag them into Problem Management., • Maintain and update operational documentation, including:, • Runbooks, • Known error articles, • Service FAQs, • Onboarding guides and team knowledge bases, • Track changes and deployments, ensuring awareness of what is going live and when., • Support post-release checks by confirming expected behaviour is observed., • Work within service management processes including Incident, Request, Change, Problem, Knowledge and Service Level Management., • Contribute to process improvements and help embed better operational discipline. Skills & Experience • Experience working in a service support or operational role., • Understanding of ITIL 4 foundations and live service processes., • Strong organisational skills with excellent attention to detail., • Competent with Excel, dashboards or ticketing systems (e.g., ServiceNow, Jira)., • Clear written and verbal communication, able to prepare simple reports and updates