IT Operations Support Specialist

4 weeks ago

Liverpool, Liverpool, United Kingdom YODEL Full time
Position Summary

IT Operations Support Specialist
Full-Time
Location: Flexible
Shift Patterns Available
Attractive Salary & Benefits


At Yodel, we pride ourselves on delivering not just parcels but also exceptional career opportunities. We are seeking a dedicated IT Operations Support Specialist to join our esteemed IT department. The ideal candidate will be highly organized and capable of working in a dynamic environment with varying shift patterns, including nights and weekends.

Key Responsibilities

As an IT Operations Support Specialist, you will serve as the primary contact for monitoring alerts and incidents through our IT Service Management (ITSM) platform. Your role will involve handling communications from IT users, clients, and third-party vendors in accordance with our Incident Management protocols. Your responsibilities will include:

  • Efficiently troubleshooting and managing support tickets, ensuring compliance with the Incident Management framework; this includes requests related to software, hardware, operating systems, and applications while maintaining clear communication with users.
  • Escalating unresolved issues to the appropriate technical teams or third-party providers for further diagnosis and resolution, while keeping users informed.
  • Timely reporting of system issues to relevant teams, including the Incident Manager, to facilitate swift diagnosis and resolution, minimizing business disruption.
  • Assisting the IT Change Manager in accurately logging and updating all changes.
  • Providing out-of-hours support and overflow assistance for the IT Service Desk as needed.
Qualifications

The successful candidate will have a solid background in IT support within an IT Service Management or technical support environment. Strong stakeholder management and communication skills are essential. Required qualifications include:

  • Experience collaborating with third-party support organizations.
  • Comprehensive knowledge of both current and legacy IT systems and infrastructures.
  • Understanding of Continual Service Improvement principles.
  • Proven ability to foster positive working relationships with other IT support and development teams.
  • Experience in a fast-paced environment, with the ability to prioritize multiple tasks effectively while meeting deadlines.
  • ITIL Foundation certification or equivalent is preferred but not mandatory.
  • Experience managing Major Incidents during and outside of regular hours.
Why Join Us?

This role presents an exciting opportunity for an enthusiastic IT Operations Support Specialist eager to engage with cutting-edge technologies. The successful candidate will enjoy a range of excellent benefits, including:

  • Competitive salary package
  • Flexible working arrangements
  • Comprehensive Private Medical Insurance
  • Business casual dress policy
  • Access to personal and professional development programs
  • Pension Scheme
  • Generous employee discounts
  • 31 days of annual leave, inclusive of public holidays
  • Complimentary parking
  • On-site fitness facilities with various classes available
  • Access to on-site cafes and dining options
  • Wellness initiatives to support employee health and wellbeing.

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