Associate SOC Analyst

Kerv; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology services company is seeking an Associate Service Operations Centre Analyst to support critical banking and communication compliance systems. This entry-level position involves logging and triaging incidents, monitoring customer environments, and maintaining ticket hygiene within a collaborative team. The ideal candidate should have strong communication skills, be detail-oriented, and have a basic understanding of ITSM tools like ServiceNow. This role offers a day shift and the opportunity for growth within the organization.

Qualifications

• Strong communication skills, both written and verbal.
• Self-motivated with a genuine interest in technology and service delivery.
• Familiarity with ITSM tools, preferably ServiceNow.

Responsibilities

• Log, triage, and elevate incidents and service requests.
• Maintain clear communication and detailed ticket updates.
• Perform scheduled system and infrastructure health checks.
• Classify incidents accurately in line with ITIL processes.

Skills

Strong communication skills

Detail-oriented

Organised

Eager to learn

Basic understanding of IP/VoIP networking

Familiarity with ITSM tools

Tools

ServiceNow

Job description

The Kerv approach is consultative, advisory, experienced, and rooted in data engineering. We strive to help clients gain complete clarity of their data and to exceed client expectations. Our proven management and sales methodology ensure we differentiate ourselves from our competitors, focussing purely on our client's requirements and delivering the highest standards of service possible. With more than 30 years of industry experience, we are committed to upholding the highest ethical and professional standards to our partners and clients alike.

About the Role

We are seeking a motivated and detail-oriented Associate Service Operations Centre (SOC) Analyst to join our high-performing team. This entry-level position provides hands-on experience supporting critical banking and communication compliance systems. You will gain exposure to real-world customer environments and learn the foundations of incident response, monitoring, and technical support within an ITIL-aligned framework.

The Associate SOC Analyst plays a foundational role in maintaining daily SOC operations, triaging incidents, managing service requests, maintaining ticket hygiene, and ensuring clear and timely communication across internal teams and customers.

Your Part to Play

Customer Support & Communication

• Log, triage, and elevate incidents and service requests in ServiceNow.
• Provide customer support via email, phone, and remote access under supervision.
• Escalate high-priority incidents (P1/P2) to senior team members promptly.
• Maintain clear communication and detailed ticket updates throughout the lifecycle.

Monitoring & Operational Checks

• Perform scheduled system and infrastructure health checks.
• Support Analysts in investigating alerts and collecting diagnostic data.
• Monitor customer environments using designated monitoring tools.

Incident, Change & Problem Management

• Classify incidents accurately in line with ITIL processes.
• Complete standard diagnostics and assist with initial troubleshooting.
• Carry out MACD (Move, Add, Change, Delete) activities for Managed Voice Recording (MVR).
• Maintain SLA compliance and ensure tickets meet documentation standards.
• Maintain accurate documentation and ticket notes for audit and compliance purposes.
• Assist Analysts with quality assurance activities, such as replay checks, data validation, and daily reporting.
• Work collaboratively with analysts, engineers, and service managers.
• Participate in daily SOC stand-ups and maintain quality shift handovers.
• Contribute to a positive, learning-focused team culture.
• Participate in Kerv’s Supporting Performance process by setting and reviewing personal objectives within BambooHR as part of the performance cycle.

All About You

• Strong communication skills (written and verbal).
• Detail-oriented, organised, and eager to learn.
• Comfortable working in a fast-paced, collaborative environment.
• Self-motivated with a genuine interest in technology and service delivery.
• Successful completion of background screening.
• Familiarity with ITSM tools (ServiceNow preferred).
• Basic understanding of IP/VoIP networking and Windows environments.
• Awareness of SQL databases and VPN tools.
• Exposure to ITIL principles or certification preferred.

Shift: Day shift (highest ticket volume), likely to be 8am-5pm shift, inclusive of 1hr lunch