Service Operations Analyst (12 month FTC)

Role overview

Key responsibilities

• Monitor service performance against contractual requirements and escalate concerns.
• Operate the service desk and manage ITIL Event, Incident, Service Request, Access, and Problem processes.
• Investigate incidents and requests, resolving them or escalating when necessary.
• Maintain service desk records, technical information, and documented solutions.
• Keep customers informed about incidents, requests, maintenance, changes, and releases.
• Liaise with suppliers and maintain relationships with industry stakeholders and internal departments.
• Maintain reference data and respond to workflow requests within business requirements.
• Recommend service improvements and support release management.
• Provide technical advice, assist with testing and projects, and compile scheduled and ad hoc reports.

Requirements

• High level of analytical skills.
• Ability to identify and resolve problems quickly and effectively.
• Good written and verbal communication skills.
• Intermediate to advanced Microsoft Office knowledge, including Excel, Word, Visio, and Access.
• Excellent customer service attitude.
• Accuracy and attention to detail.
• Ability to adapt to new procedures.
• Interest in or willingness to learn about the UK rail industry, fares, ticketing, and retail.

Compensation

• The stated salary range is £33,786 to £44,282, but no payment cadence is specified.

Application timing

• The stated closing date is 07 October 2026.