Service Operations Analyst - ESN

About the role

The Emergency Services Network (ESN) is a critical national communications system that enables fast, safe and secure mission-critical voice, video and data across the 4G network, giving first responders immediate access to lifesaving data, images and information in live situations and emergencies on the frontline.

​​Growing coverage, enhancing reliability and increasing resilience are some of the most important elements of building this vital communications network, which the Emergency Services will rely on to save lives and protect us all.

As a Senior Service Desk Analyst, you will be the first point of contact for technical support, responsible for diagnosing and resolving incidents quickly and effectively. You will work closely with technical specialists, operations teams, and external partners to ensure issues are managed within agreed SLAs and escalated appropriately when needed. Your role is key in maintaining service continuity and providing confidence to users that their systems and applications are fully supported.

In addition, you will contribute to continuous improvement by identifying recurring issues, supporting knowledge base development, and helping shape processes that enhance the overall customer experience. The ESN ecosystem is complex and interconnected, so collaboration and clear communication across multiple providers and stakeholders will be essential.

You will be required to undergo National Security Vetting to SC or NPPV level. The role will initially be centred around business hours then eventually moving to shift based rota. Some travel and working from other Supplier locations is expected.

What you’ll be doing

• Act as the first point of contact within Mobile Services for all ESN-related incidents both technical and non-technical, service requests, and queries, ensuring a professional and efficient response.
• Diagnose and resolve technical issues where possible, escalating to specialist teams when required.
• Maintain accurate and timely updates in the service management system, ensuring compliance with agreed SLAs.
• Provide clear and proactive communication to users and stakeholders.
• Support major incident management activities, including coordination and status reporting.
• Contribute to continuous improvement by identifying recurring issues and recommending process enhancements.
• Assist in developing and maintaining knowledge base articles to improve first-time fix rates.
• Collaborate with internal technical teams and external partners to ensure integrated support across the ESN ecosystem.
• Ensure Service Desk adherence to the ITIL aligned practices and procedures.
• Mentor and develop Service Desk Analysts, providing guidance, training, and support to improve technical capability, service quality, and customer experience.

Essential Skills / Experience

• Proven background in IT support or Service Desk environment, ideally within a large-scale or mission-critical operation.
• Hands-on experience with incident and request management using ITSM tools (e.g., ServiceNow, Remedy).
• Strong technical troubleshooting skills across hardware, software, and network issues.
• Knowledge of ITIL principles and experience working within ITIL-aligned processes.
• Experience in stakeholder communication, including managing expectations and providing clear updates.
• Attention to Detail – Accurate record-keeping and process adherence to maintain service quality.

Desirable Skills / Experience

• Exposure to complex ecosystems involving multiple vendors or service providers
• Understanding of IT systems, mobile technologies, networking, or emergency services systems.
• Ability to work under pressure in a fast-paced environment, prioritising tasks effectively.
• Continuous Improvement Mindset – Proactive in identifying opportunities to enhance processes and user experience.
• ITIL4 Foundation certification, with practical experience applying ITIL principles.
• Problem-Solving – Ability to quickly diagnose issues, identify root causes, and implement effective solutions under pressure.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:
• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
Ready to connect for good and help shape the future? Apply now