RDT LIMITED
Senior IT Service Operations Analyst
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Position Overview
RDT is looking for an experienced Senior IT Service Operations Analyst to strengthen the day-to-day operation of our frontline Service function. This hands-on role combines meaningful first- and second-line technical support with queue control, incident coordination, customer communication, and delegated duty leadership.
You will bring calm judgement to live operational work, keep incidents and requests moving, and help raise quality, ownership, and autonomy across the Service Operations team. The role has no initial direct reports but carries operational authority when rostered or assigned as duty lead.
Key Responsibilities
- Coordinate the Service Operations queue, allocating and reprioritising work by impact, urgency, skills, and capacity.
- Lead the initial operational response to material incidents, confirming ownership, actions, escalation routes, and communication cadence.
- Maintain a clear operational view of open incidents, requests, ageing items, blockers, and customer impact.
- Provide hands-on first- and second-line support across RDT internal and managed-service environments.
- Produce accurate, timely Service updates in clear business language for customers and stakeholders.
- Retain ownership through escalation, communication, validation, and closure, avoiding unnecessary hand-offs.
- Review ticket quality and coach less-experienced colleagues on triage, evidence, communication, and escalation.
- Contribute to Problem Management, Post-Incident Reviews, knowledge, runbooks, workflow improvements, and automation.
- Support customer mobilisation, service transition, and early-life support.
- Use approved AI and productivity tools appropriately, validating all assisted output before use.
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Technical Skills & Requirements
- Microsoft 365, Teams, Exchange Online, Windows 10/11, and EUC support.
- Entra ID and/or Active Directory, identity and access management, Intune, and modern endpoint management.
- Basic networking including DNS, DHCP, Wi-Fi, and connectivity troubleshooting.
- ITSM platforms, structured ticket management, knowledge articles, runbooks, and technical evidence gathering.
Desirable Experience
- Autopilot, PowerShell, or equivalent scripting, Azure fundamentals, and Microsoft Defender.
- Managed-service or SaaS support, regulated environments, workflow automation, or low-code tooling.
- Problem Management and Post-Incident Review activity.
Competency Requirements
- Demonstrable senior-level experience within IT support, Service Desk, or Service Operations.
- Experience of escalation, queue control, incident coordination, or delegated duty leadership.
- Strong ownership of incidents and requests from triage through to resolution or controlled escalation.
- Experience coordinating work across multiple technical resolver teams.
- Confident customer and stakeholder communication, including clear Service and incident updates.
- Practical first- and second-line technical support capability.
- Experience improving ticket quality, operational discipline, and coaching less-experienced colleagues.
- Sound judgement under pressure and confidence challenging weak evidence, unclear ownership, or inappropriate escalation.
- ITIL Foundation or equivalent practical experience.
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Benefits & Opportunities
Benefits
- 25 days holiday plus Public Holidays
- Company pension
- Private health cover
- Free parking at the office
- Electric car salary sacrifice scheme
- Company social events
The Opportunity
This is a senior individual-contributor role with the opportunity to influence RDT's frontline Service operation while remaining close to meaningful technical work. You will work across Service, SRE, Security, Product, Engineering, Release, and Delivery, helping to improve operational control, customer communication, and support quality.
The role may provide a future route into Service Operations leadership, and this will depend on performance, suitability, and organisational need.
Company Overview
RDT is a leading technology company specializing in innovative software solutions. We are committed to fostering a culture of continuous learning and growth, providing our employees with opportunities to excel and make a meaningful impact. Join us and be part of a team that is shaping the future of technology.
You will be working in a fast-paced environment, with sharp and innovative people who are dedicated, driven, and more than happy to share their knowledge with you. You will be expected to be the best you can be and will be encouraged and supported to achieve this.
How To Apply
If you meet the requirements, we would love to hear from you.
Please send your CV by clicking the APPLY button. Join us and be a part of a team that is shaping the future of technology.
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