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Senior Operations Analyst

3 months ago

Milton Keynes, Milton Keynes, United Kingdom LA International Full time
We have a requirement for a DV Cleared Senior Operations Analyst. This role is responsible for delivery of front line IT service delivery.

Responding to alerts from the IT estate, or targeting first contact resolution of customer incidents and service requests on a rotating 24/7 Shift basis.


Key Responsibilities will include:

  • Work as part of a team of Operations Analysts to ensure services are delivered within SLAs;
  • Monitor and manage resolver group queue stack, ensuring tickets are continually updated with progress and/or are appropriately escalated (functional escalation) between resolver groups;
  • Perform in-depth technical investigation, diagnosis and resolution of incidents and service requests that could not be resolved by 1st line Analysts;
  • Assist other teams, as directed, to control and manage service issues, problems and incidents.
  • Compile technical documentation on known issues / errors, workarounds and permanent fixes to the central knowledgebase;
  • Access Control the Building Security system, Key/Password issuing process and Permit to Work in the Data Centres;
  • Ensure continuity of handling across all shifts through appropriate communication and handover;
  • Follow business processes and comply with all governance requirements;
  • Provide go-ahead approval and capture completion for all change activities;
  • Manage end user's expectations throughout the lifecycle of the Incident or Service Request;
  • Liaise with a Problem Manager, Incident Manager and resolver groups to give and receive information and advice to support resolution;
  • Technical liaison with 3rd party vendors throughout the duration of an incident

Essential Skills include:

  • Demonstrable record of delivering results and meeting targets.
  • Good analytical skills and the ability to develop solutions with focus on customer needs.
  • Effective verbal and written communication skills at all levels.
  • Ability to build and maintain customer relationships and exceed expectations.
  • Strong analytical skills. Ability to create, interpret and present data effectively.
  • Sound level of technical WINTEL understanding.
  • Previous Experience of working within a Service Desk environment, Incident and Request Fulfilment process disciplines + understanding of priority classifications and SLAs;
  • Experience working in a secure environment
  • Managing Modern Desktops - MD 101
  • Microsoft Certified: Azure Fundamentals (AZ-900)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate MD 100
  • 365 Desktop (Intune / EPM) Cloud experience
  • Apple Mobile Phone / Apple Business Manager experience LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise:
International Trade, for the second consecutive period. #J-18808-Ljbffr