IT Operations Support Specialist

5 days ago


Warwick, United Kingdom Hays Technology Full time
Job Description

We are seeking a highly skilled and motivated IT Operations Support Specialist to join our team at Hays Technology. As an IT Operations Support Specialist, you will play a critical role in providing exceptional support to our clients and ensuring the smooth operation of our IT systems.

Key Responsibilities:
  • Telephone Support: Provide professional and timely support to clients via telephone, resolving their issues and concerns in a courteous and efficient manner.
  • Administration: Maintain and administer user accounts, complete password resets, and ensure that client details are up-to-date and accurate.
  • Analysis and Reporting: Conduct monthly analysis of call statistics and service requests, providing valuable insights for management reports.
  • Triage and Resolution: Triage service requests and resolve them in a timely and efficient manner, ensuring that all Service Level Agreements (SLAs) are met.
  • Business Reporting: Assist in the creation of business reports for the Service Desk, providing valuable insights for management.
  • Test Scripting: Assist with running test scripts for ICD system upgrades, ensuring that our systems are running smoothly and efficiently.
  • Ad-Hoc Requests: Assist the Operations Support Manager with any ad-hoc requests, providing support and expertise as needed.
  • Team Collaboration: Liaise with support teams, project managers, and client relationship managers to ensure seamless communication and collaboration.
Requirements:
  • Experience: Essential experience in service desk, customer service, and administrative roles.
  • Technical Skills: Good working knowledge of Microsoft applications (Outlook, Word, Excel), basic knowledge of SQL, and ability to work on own initiative.
  • Communication Skills: Excellent communication skills, with the ability to work well within a close team.


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