Operations support analyst


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Recruiter

Computer Futures

Listed on

7th June 2017

Location

London

Salary/Rate

£30000 - £32000

Type

Permanent

Start Date

asap

This job has now expired please search on the home page to find live IT Jobs.

Role: The Operations Support team provides 1st line telephone support for a number of standard products and services, as well as ensuring that all IT services and infrastructure components are functioning as expected. The team is also responsible for user provisioning of all non-automated access.

The person will be required to work a shift pattern that includes days, evenings, nights over weekends and bank holidays.

The person recruited for this role needs to have excellent customer service skills, as they will be taking first line support calls, but the individual also needs to have a methodical approach, as they will be responsible for monitoring and operating our infrastructure services.

Key Job Responsibilities

As a member of a team that provides Operations and Customer support, you will be required to take on any of these responsibilities as outlined by your line manager.

* Providing first line support for a number of industry standard products and services, such as; Microsoft Office Suite and Outlook

* Field, record and action standard user requests and enquiries, as well as follow procedures in relation to the set up of new staff and leavers.

* Efficiently and effectively investigate, diagnose, progress and action all operational events, alerts and incidents to the agreed target, ensuring that issues are escalated where appropriate, communicated and recorded.

* Monitor, analyse, review and report on all IT Operations and services, as well as the quality of the service in relation to service level agreements

* Maintain operation logs on all events, warnings and alerts, as well as recording and classifying all messages

* Ensure that all routine housekeeping tasks are completed on all operational infrastructure and IT services

* Gather, record and communicate all required service performance information and produce statistics for measuring key performance indicators

* Liaise with 3rd party suppliers for escalation of production issues ensuring that they meet the terms and conditions of their defined service levels

* Use standard management tools and processes to carry out defined housekeeping, system backup, and restoration procedures where necessary

* Use system management tools to determine loads, collect routine performance statistics and to create capacity planning reports

* Implement operational changes in accordance with change, release and configuration management procedures

* Ensure that all operational security policies, processes and procedures are adhered too

* Maintain the production schedules using the production scheduling tool

Environment:

* Reports to the IT Operations Manager

* Work shifts as part of the Operations team providing 24 x 6 cover

* The position will be based in London

* The broad technical environment covers;

* Siebel CRM and SAP accounting applications running on Oracle databases

* Microsoft operating systems and application servers and SQL 2008 databases

* Cisco and Avaya communications technologies

Requirements for the Position:

* Experience of working in a corporate IT environment

* Experience of working in an Operations or Customer Support role

* A proven commitment to quality practices and a focus on the customer as the IT environment is service focused

* Excellent oral and written communication skills, as the individual will be expected to take 1st level support calls and manage escalations where necessary

* Excellent customer support skills, as the role requires interaction with members of the business across the globe

* A well organised individual, who is diligent and takes pride in their job and demonstrates a methodical approach to incident solving and fulfilling their job role

* A committed and positive team player, who is capable of working for long periods alone and unsupervised

* A desire to achieve success and customer satisfaction

* The courage to drive change

Technical Skills or Experience

* Operating Systems: Microsoft Windows Server & Desktop

* Networking: Basic knowledge of IP Networks and how to troubleshoot

* Databases: Basic knowledge, SQL would be an advantage

* Applications: Experience of supporting bespoke applications

* Exchange & Outlook support experience

* Blackberry and Mobile support experience

* Citrix Presentation Server support experience

* Telephony support experience, Avaya 8300 would be an advantage

* Experience of Management tools, such as; Active Batch, Solarwinds, Insight Manager & HP Sim

* Hardware Support experience: Servers, Desktops, Wyse terminals, NAS storage,

Sthree UK is acting as an Employment Agency in relation to this vacancy.

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