Technical Operations Analyst

Technical Operations AnalystIndustry: Media & Entertainment / TechnologyLocation: Livingston, West LothianWork Model: On-site only (no remote or hybrid options due to operational requirements)About the RoleThis role sits within a Desktop Support Services team in a major European media and entertainment organisation. As a Technical Operations Analyst, you will coordinate desktop support activities, manage device lifecycle processes, and ensure smooth operational support for staff and technical teams. You'll play a key role in communication, scheduling, and the delivery of IT services.Key ResponsibilitiesCoordinate desktop support activities, including incident and service request managementLiaise with stakeholders and support teams to ensure timely processing of requestsMonitor service queues and team mailboxes to maintain accurate communicationReset, image, and prepare devices for deployment following standard build proceduresManage device dispatch, returns, courier logistics, and
quality checksHandle warranty repairs with hardware vendors (e.G., Dell, HP)Oversee equipment retirement and disposal in line with company policiesWhat You BringExperience in an administrative or desktop support administration roleBasic knowledge of Windows OS, device imaging, Apple tablets, and hardware troubleshootingExperience with Apple support, warranty handling, and device disposalFamiliarity with ServiceNow (incidents, requests, queue management, list views)Strong written and verbal communication skillsAbility to handle multiple tasks, prioritise effectively, and perform in a fast-paced environmentDetail-oriented and analytical when resolving technical or operational issuesTeam EnvironmentYou'll be part of a Desktop Services team responsible for 2nd-line end-user computing support, device deployment/returns, and desktop support operations.BenefitsPension planPrivate healthcareMobile & broadband discountsAccess to a wide range of employee perksImportant NoteThis is a site-based
role at a critical operations centre. Because the work involves hands-on device handling, live infrastructure, and real-time support, remote and hybrid working are not available.
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