The Service Operations & Service Desk Analyst is a pivotal operational role within organisation’s Service & Support function. The role sits at the centre of service insight, coordination, and continuous improvement, working closely with the Service Desk Manager, Service Leads, Account Managers, and Ops & Platforms teams. The role is accountable for leading Problem Management, producing high-quality service review materials, and ensuring operational discipline across Service Desk and Operations. While this role makes extensive use of Halo data and reporting, it does not own Halo configuration or development.

Requirements

• Service Operations & Governance: Support day-to-day service governance, attend operational calls, and provide structured insight to Service leadership.
  
• Problem Management (Primary Accountability): Lead the Problem Management process end-to-end, including trend analysis, RCA f...