Service Operations Centre Associate

1 month ago

Cardiff, United Kingdom Kerv Full time

**About the Role**

As part of the Service Operations Centre team, you will be experienced within the technical helpdesk or call centre, Telecoms or IT Services marketplace and will be asked to provide coordination and control for the works undertaken by our engineering team, on behalf of our Customers.

The role requires a high level of multitasking and responsibility. You are joining a business whose Customers expect excellence in Service delivery. This is a great entry level opportunity to start your career in the Financial Technology and financial market IT services and progress into engineering roles at our company.

**This role is on a Night Shift Rota Plan (24/7 Operation), therefore flexibility and availability for overtime work is essential with ability to adapt to occasional changes in shift pattern.**

**Part to Play**
- The responsibility of the SOC analyst is to register and classify received incidents and to undertake an immediate effort to restore a failed IT service as quickly as possible.
- Pro-active monitoring and system health checks of customers voice recording infrastructure.
- Incident Management: own incident and problem management, ensure that incident tickets are tracked and updated correctly, focus on SLA’s and customer communication.
- Capture and analysis of system logs and alarms.
- Liaison and escalation for technical support including internal Tier 2/3 teams and manufacturer when appropriate.
- Management and administration of Voice recording and data capture products, ability to understand the solution and provide first line support.
- Maintain our Company database and ITSM platform with up-to-date records and auditable work logs.
- Assist in Troubleshooting and problem diagnosis on system and network technologies impacting the platform - recurring incidents or software bugs.
- Perform rollouts of software updates and maintenance patches into production during scheduled maintenance windows.

**All About You**
- Must have a minimum of 1 year of commercial IT experience.
- Must demonstrate a track record of self-motivation with a thirst for learning and understanding new technology.
- Flexibility, autonomy, and initiative.
- Ability to work both within a team and transversal with remote teams.
- Able to remain focused under pressure and organized when faced with multiple requests/incidents.
- Customer focus oriented, strong client-facing communication skills.
- Ability to work within a global client base and international internal teams.
- Strong problem-solving skills, demonstrating ownership and drive to resolution.
- Willing to adapt to changes of role and responsibility as the business requirements change.
- Active interest in technology, communications and networking technologies

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Cardiff, Cardiff: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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