Agile Operations Specialist
4 weeks ago
LA International is seeking an experienced Agile Operations Analyst to join our team. As an Agile Operations Analyst, you will be responsible for ensuring services are delivered within Service Level Agreements (SLAs), providing First Contact Resolution (FCR) using Knowledge Base Articles (KBA) and subject matter expertise.
Key Responsibilities:
- Monitor and administer the Service Desk mailbox, phones, and monitoring screens, logging and recording all interactions, incidents, and service request tickets.
- Perform in-depth technical investigation, diagnosis, and resolution of incidents and service requests that could not be resolved by Service Desk Analysts.
- Assist other teams, as directed, to control and manage service issues, problems, and incidents.
- Contribute to technical documentation on known issues/errors, workarounds, and permanent fixes to the central knowledgebase.
- Assist with the Access Control of the Building Security system, Key/Password issuing process, and Permit to Work in the Data Centres.
- Ensure continuity of handling across all shifts through appropriate communication and handover.
- Follow business processes and comply with all governance requirements.
Requirements:
- Previous experience of working within a Service Desk environment, Incident and Request Fulfilment process disciplines, and understanding of priority classifications and SLAs.
- Microsoft Certified: Microsoft 365 Certified.
- Apple Mobile Phone / Apple Business Manager experience.
Working Hours:
The role operates on a 24/7/365 shift pattern, with 12-hour shifts (D= 7am-7pm & N=7pm-7am) and working 7 Days & 7 Nights over a 4-week pattern.
LA International is a HMG-approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK. We welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award-winning LA International has secured the most prestigious business award that any business can receive, The Queen's Award for Enterprise.
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