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IT Operations Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Hays Specialist Recruitment Limited Full time
Operations Support Assistant - Temporary Role

We are seeking a highly skilled Operations Support Assistant to join our client's team on a temporary basis. As an Operations Support Assistant, you will play a crucial role in supporting the client by answering corporate phone lines and triaging service requests raised by internal and external clients.

Key Responsibilities:
  • Answering Corporate Phone Lines: Ensure that corporate telephone lines are answered in a professional manner and deal with callers' requests in the most appropriate manner.
  • Administration Service: Provide an administration service to the accounts helpdesk system by maintaining and administering user accounts, completing password resets, and ensuring that client details are kept up to date and accurate.
  • Monthly Analysis: Conduct monthly analysis of call stats and service requests raised for inclusion into management reports.
  • Triage Service Requests: Triage service requests passed to the operations support resolver queues, ensuring that the request is dealt with in the most appropriate manner while adhering to all SLAs.
  • Business Reports: Assist in the creation of business reports for the Service Desk.
  • Test Scripts: Assist with running test scripts for the ICD system upgrades.
  • Ad-Hoc Requests: Assist the Operations Support Manager with any ad-hoc requests.
  • Liaison: Liaise with support teams, project managers, and client relationship managers.
Essential Experience:
  • Working within service desk, customer service, and administrative roles.
  • Good working knowledge of Microsoft applications (i.e., Outlook, Word, Excel).
  • Working on own initiative and not being dependent on continuous hands-on leadership.
  • A basic knowledge of SQL.
  • Working well within a close team.
  • Good communication skills.