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IT Operations Analyst

3 months ago

Remote, UK, United Kingdom Teleperformance Full time

Job Type: Permanent

Location: UK WAHA

Salary: DOE - Circa £24,500

Hours: 37.5 Hours per week.

Monday – Friday 7am – 7pm

Some out of hours work may be required.

About the Role:

IT Operations Analyst required by market leading Contact Centre organisation to work on high profile programme. Successful candidates will join a new and innovative team providing IT support and orchestration services with multiple clients and customers. These roles will align in supporting the business’ vastly experienced IT support structure and ensure our clients and customers receive fast, efficient and enhanced IT experiences. This is a significant opportunity for ambitious candidates who are keen to progress and build a career within IT.

Duties:

• Working collaboratively within a team of Subject Matter Experts

• Monitoring and Responding to Incidents and Requests via IT Service Management Tool

• Systems Account Management and Administration

• Preparation of Schedules for Data Loads

• Maintenance of Spreadsheets, Databases and Knowledge base

• Distribution of Media via secure mechanisms

• Ensure Cyber security measures and best practice are applied to process

• Ad-Hoc Report Production

• Logging all incidents in the IT Service Management tool, ensuring appropriate detail is captured and updated throughout the incident lifecycle.

• Ensuring incidents are logged and managed in line with all documented departmental and company policy and procedures.

• Investigating technical issues and implementing documented and approved solutions to ensure our clients are as productive as possible.

• Following escalation processes to ensure incidents are assigned to the relevant team/individual to ensure incidents are resolved in an efficient and timely manner.

• Maintaining IT systems such as user permissions, account creation etc.

• Logging calls and managing escalations with 3rd party suppliers as necessary to aid the resolution

• Develop and maintain knowledge articles that are needed to help the team deliver consistent support to the business

Experience (advantageous)

• Sound knowledge of Excel, Ideally Including Running Scripts and VLOOKUPS

• Experience of Working in Collaborative Teams

• Ability to remain calm under pressure and experience working within a professional and busy IT Service Desk.

• Excellent customer service skills, telephone manner and written communication skills.

• Ability to work with people at all levels both internally and externally, and an excellent team member.

• Working experience of ITIL and/or ISO270001 processes and procedures.

• Contact Centre knowledge

• Exposure to a wide variety of technology, ideally including: Microsoft Windows 10 & 11, Microsoft Office 2019, MS Teams, Cloud Telephony and Active Directory