Ibm Iseries Operator

Digital Space is a leading UK converged managed service provider delivering excellence in Connectivity, Unified Communications and Collaboration, Cloud and Hosting, Security and IT Managed Service Solutions to its customers, through Service Operations based in Newark and Telford.

Our culture is customer-centric, serving loyal and trusted customers across our specialist verticals including Hospitality and Leisure, Retail, Government and Not-for-Profit, Manufacturing & Construction, Commercial and Financial and Professional Services. An example of our valued customers include Greene King, Burger King UK, St John Ambulance, Roxel and the Motor Fuel Group to name but a few.

Over 80% of our colleagues are in customer facing roles, and as valued members of the Digital Space team benefit from training and professional development, flexible working options, Medicash, quarterly company incentives and a variety of health and wellbeing services. As a company we are always seeking talented people, so if you're looking for a new challenge as part of a fast-paced industry in a business with exciting growth plans, then we'd like to hear from you

Role: IBM iSeries Operator - Shift

Location: Telford

Responsibility for the provisioning of accounts, request, incidents and changes to support a specific customers needs and requirements. Further duties are to be included but are not limited to, general iSeries support tickets whereby resolving faults, incidents and problems and performing approved changes across our iSeries/Power i/AS400 customer base. The objective of the role is to ensure that we continue to provide excellence in iSeries/Power i/AS400 systems support and management to our customers. Collaboration with other members of the team and other teams is vital to ensure knowledge transfer and continuity of service. You will make recommendations to change/adapt processes to facilitate their work and the work of others.

**Responsibilities**:

- Ensuring that customers incident, change & requests tickets are managed in a professional consistent manner
- Working closely with other team members to ensure customer satisfaction
- Ensuring processes are being followed
- Ensuring documentation is current and up to date.
- Perform problem analysis and creating/updating Service Now incident tickets
- Perform troubleshooting for complex system issues

**Requirements**:

- Ensure customer incidents are resolved within SLA
- Ensure technical documentation is kept up to date
- Updating operations procedures
- Interact with customers and vendors in a professional and collaborative manner
- Ensuring first rate customer service and promoting service excellence
- Ensuring processes are being followed
- Undertake other related tasks as requested by the iSeries Technical Team Lead
- To understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018

**Experience**:

- Previous experience using Helpdesk ticket systems
- Previous experience in a managed services or service provider environment
- Desirable - Demonstrable technical capability on iSeries/Power i/AS400.
- Demonstrable experience of working in a complex enterprise-level business

**Skills and Abilities**:

- Identification of repetitive tasks to automate
- Excellent written and verbal communication skills; good team player; highly motivated; flexible
- Must be self-starter and able to work proactively and under pressure with a can-do attitude
- Strong desire to continually improve customer service
- Decision making with an analytical mind-set
- Excellent time management, prioritisation, balancing multiple tasks and self-motivation skills
- Genuine enthusiasm for working with technology
- Updates job knowledge by researching new technologies and products