About the job Service Operations Analyst (SO2) – IT Service Desk
Service Operations Analyst (SO2) – IT Service Desk
Temporary Contract
Job Details
Client: London Borough of Lambeth
Service Area: Digital & Data / Service Operations / IT Service Desk
Hours: 35 hours per week
Start Date: 16 November 2026
End Date: 07 February 2027
Duration: 12 weeks
Number of Roles: 1
Working Pattern
On-site IT reception duties. Exact working hours and any remote working arrangements have not been confirmed.
Location
6 Brixton Hill, London, SW2 1RW
Pay
PAYE Rate: £23.51 per hour
Job Overview
The London Borough of Lambeth is recruiting a Service Operations Analyst to run its Technology reception desk and provide first-point-of-contact support for staff requiring IT assistance. The role involves welcoming users, managing queues, assessing initial IT enquiries, coordinating with technical teams, updating IT support tickets and fulfilling basic IT equipment requests.
Important – Please Read Carefully
This is primarily an IT service desk reception and support coordination role. Candidates should have strong customer service skills, good IT literacy and relevant experience supporting customers or employees in an IT helpdesk, reception or service coordination environment. Advanced IT engineering or software development experience is not required by the supplied job description.
Key Responsibilities
- Manage the Technology reception desk
- Welcome users requiring IT support
- Manage waiting queues
- Assess initial IT enquiries
- Direct users to relevant technical teams
- Provide appropriate service guidance
- Maintain professional reception standards
- Update reception signage
- Maintain peripheral availability information
- Fulfil basic IT equipment requests
- Issue headsets and computer mice
- Update ITSM support tickets
- Follow up on poor customer experience scores
- Investigate customer feedback
- Liaise with technical support teams
- Check team calendars
- Coordinate user appointments
Essential Experience & Skills
Relevant experience and skills to assess:
- IT service desk or customer-facing support experience
- Reception or front-desk experience
- Customer service
- IT literacy
- IT ticketing or case management
- Customer enquiry triage
- Professional communication
- Organisational skills
- Queue management
- Appointment coordination
- Accurate record keeping
- Problem-solving
- Customer feedback management
- Teamwork
- Ability to work in a busy service environment
Desirable
- Local authority IT support
- ITSM systems
- ServiceNow or similar ticketing systems
- First-line IT support
- IT helpdesk experience
- IT asset distribution
- Customer satisfaction monitoring
- Technical support coordination
- Public sector service desk experience
Additional Information
Target Interview Date: 30 October 2026
Interview Format: Online via Microsoft Teams
Candidate Submission Deadline: 27 October 2026
Maximum CVs per Agency: 3
Disclaimer
On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.
I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.
Job Reference: OR102654
Strict Screening Questions
- Do you have experience in an IT service desk, helpdesk, IT support reception or similar customer-facing role?
- Have you acted as the first point of contact for people needing IT support?
- Can you assess basic IT enquiries and refer users to the appropriate technical support team?
- Have you used an ITSM or ticketing system to update support requests?
- Do you have experience managing reception queues, appointments or customer enquiries?
- Are you comfortable issuing basic IT equipment such as headsets and mice?
- Can you handle dissatisfied users and follow up on negative service feedback?
- Can you work 35 hours per week at 6 Brixton Hill, London SW2 1RW, from 16 November 2026, and do you have the right to work in the UK?
Skills: IT Service Desk, ITSM, Customer Service, Reception, Helpdesk, IT Triage, Ticket Management, Queue Management, Appointment Scheduling, Technical Support