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 facilitation, and tracking corrective actions to closure.
• Service Reviews & Reporting: Create service review slide packs in line with schedules set by the Account Manager, ensuring content is accurate, client-ready, and insight-led.
• Ops & Platforms Engagement: Act as the Service & Support interface into Ops & Platforms, coordinating problem resolution, platform risks, and improvement actions.
• Service Insight & Continuous Improvement: Analyse service data to identify trends, risks, and improvement opportunities that reduce repeat incidents and improve service quality.
• Operational Support & Escalation: Support escalations and operational coordination when Service Leads are unavailable, ensuring service stability during high-pressure periods.

Skills & Experience

• Strong understanding of IT Service Management within an MSP environment
• Proven experience leading or supporting Problem Management
• Confident producing client-facing service review reports and presentations
• Strong analytical skills with the ability to turn data into actionable insight
• Excellent stakeholder communication skills across technical and non-technical audiences
• Highly organised with strong attention to detail

Success Measures

• Problem Management is structured, visible, and reducing repeat incidents
• Service reviews are consistently high quality and delivered on time
• Operational risks are identified early and escalated appropriately
• Clear, trusted service insight is available to Service & Support leadership

Benefits

· Competitive salary

· Annual Bonus

· Provident Fund

· Employee's State Insurance Corporation

· Medical Insurance

· Night Allowances

· Pick and Drop facilities at Jammu Office (Only for Female Staff)

· Team Lunches

· Maternity/Paternity leaves

· Retirement Benefits

· Paid Time Off

· Flexible work schedules and workplace perks like on-site snacks

· Flexible working

· Salary reviews are subject to annual performance/annual appraisal reviews