IT Service Analyst

Job Description

We have a fantastic opportunity for an IT Ops Service Support Analyst to join our Retail Support Services (RSS) team .

This is the ideal role for someone in service support looking for their next challenge.

What you'll be doing:

• Providing expert consultancy and resolution for incidents, requests & problems collaborating with multiple internal and external support teams to ensure issues are resolved within agreed service levels and to customer satisfaction. Escalating issues likely to cause an extended service outage or service level breaches in line with established procedures
• Providing technical consultancy i.e. file transfer/SFTP to external clients for new and existing schemes
• Providing out of hours and weekend support as per the business need
• Ensuring all support and maintenance provided by 3rd party suppliers, under the individual's control, is delivered within agreed service levels
• Leading proactive incident triage and reducing incident volumes through problem analysis, trend identification and recommendations to Product Owners for corrective action
• Contributing to clear, effective communication tailored to the audience situation and the desired outcome
• Monitoring, reporting and broadcasting information relating to service availability, in respect of hardware and software, using appropriate systems as necessary
• Contributing to the define, design, build and deliver stages of Continuity tests within sphere of influence, as per the rolling Disaster Recovery schedule
• Executing the delivery of assigned change initiatives adhering to change control procedures. Complying with agreed methodology, standards, policies & procedures to produce high quality support documentation and providing feedback to drive continuous improvement

Who we're looking for:

• ITIL Service Management (or equivalent)
• Experience of working in a Service Support Role with a good awareness of Service Management Principles
• IT Service Management experience in an outsourced environment
• Awareness of Agile delivery, Lean methodology and DevOps
• SQL (basic queries)
• Dynatrace
• Datadog, AWS and Azure experience 
• Appreciation of the Retail Workplace Pensions & Protection Industry and the regulatory frameworks

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are many discounts we offer – both for our own products and at a range of high street stores and online
• We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience

Additional Information

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.