ICT Operations Specialist

3 weeks ago


Milton Keynes, Milton Keynes, United Kingdom CV Library Full time
Job Title: ICT Operations Analyst

Location: Milton Keynes

Duration: 6 months

Rate: £260 daily / outside IR35

Job Description

The ICT Operations Analyst will be responsible for monitoring our IT estate, conducting quality triage of alerts or user contacts, and troubleshooting and resolving IT incidents. The ideal candidate will have experience in a Service Desk environment, incident and request fulfillment process disciplines, and understanding of priority classifications and SLAs.

Key Responsibilities
  1. Monitor and administer the Service Desk mailbox, phones, and monitoring screens, logging and recording all interactions, incidents, and service request tickets.
  2. Perform in-depth technical investigation, diagnosis, and resolution of incidents and service requests.
  3. Contribute to technical documentation on known issues, workarounds, and permanent fixes to the central knowledgebase.
  4. Assist with Access Control, Building Security system, Key/Password issuing process, and Permit to Work in the Data Centres.
  5. Ensure continuity of handling across all shifts through appropriate communication and handover.
  6. Follow business processes and comply with all governance requirements.
Requirements
  • Previous experience in a Service Desk environment.
  • Understanding of priority classifications and SLAs.
  • Microsoft Certified: Modern Desktop Administrator Associate MD.
  • Microsoft 365 Certified: Modern Desktop Administrator Associate MD.
  • Apple Mobile Phone / Apple Business Manager experience.


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