24x7 Operator

Service Express is looking for a talented professional who wants the opportunity to serve as a **24x7 Operator **in our organisation. The role of the **24x7 Operator** will be to provide IBMi and Intel Level 1 support for all internal and external customer requests ensuring the delivery of exceptional service to our customers 24/7.

The **24x7 Operator** will Manage the daily operational tasks for our Managed Service customers, including incident, change and request. Monitoring alerts, raising calls and resolving tickets in a timely manner or escalate where necessary to 2nd line.

This is a great opportunity for someone who is looking for their first step into IT.

**Here's what this position is all about**:

- To be able to proactively resolve 1st line and where possible 2nd line level incidents.
- Managing both internal & external relationships
- Ensure processes and procedures are followed at all times to deliver robust exceptional service to all customers.
- To pass incident tickets not resolved within the given time frame effectively to senior technical team
- To establish and maintain high levels of call ownership
- To manage and progress all calls to a satisfactory conclusion, using the ITSM system, ensuring that appropriate parties are kept up to date on call progress.
- To understand customer business requirements and to facilitate the provision of exceptional customer service.
- Own, manage and implement incidents, changes and service requests in line with SLA's to a high level to ensure customer satisfaction.
- Assist with any project work that requires operational input
- Deliver required shift cover, as described in the T&Cs of 12 hours shift rota covering 24x7.
- Utilise our monitoring and system management tools to make sure customers experience a continuous service
- To constantly review working practices and process and propose service improvements for customers and Service Express
- Manage the NOC during the night shift and at weekends
- Monitor BMS and Performance management board
- Deliver hands and eyes tasks out of core business hours and weekends
- Manage tapes where needed out of hours

**What we are hoping you can bring to the Service Express team...**
- Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels.
- Ambition to work within the IT space
- High levels of commitment and ability to take action when necessary.
- High levels of customer service skills.
- Ability to follow policies and procedures, attention to detail, ability to prioritise a varied and busy work load and be a quick learner.
- Previous operational experience desirable but not essential.
- Flexible attitude towards work; working additional hours when required at short notice to meet business needs
- Self-motivated achiever who gains satisfaction from providing excellent customer service.
- Flexibility, open to change and able to multi-task
- Passion and commitment to engaging customers and stakeholders
- Positive and enthusiastic, even when faced to with challenge or conflicting priorities

**What you will get?**
- Up to £28,000 annual salary +15% Bonus
- Shift allowance of approx £11,000 per year
- 7am-7pm day shift, 4 days off, 7pm-7am, 4 days off
- Opportunity for overtime
- Use of pool car for site travel
- Lifestyle Benefits, Employee Assistance Program, Life assurance, Private Medical Insurance and more.
- Paid volunteer hours
- A Collaborative company that focuses on providing our employees and customers through the best experience
- On site Gym and use of personal trainersWe process your information in accordance with our Privacy Policy. For European residents, click here to review our fair processing notice.