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24/7 Operator
4 months ago
Details
We are seeking a 24/7 Operator to join our talented team here at Service Express.
The Operations Analyst will provide IBMi and Intel Level 1 support for all internal and external customer requests ensuring the delivery of exceptional service to our customers 24/7.
What you will do?
To be able to proactively resolve 1st line and where possible 2nd line level incidents. Ensure processes and procedures are followed at all times to deliver robust exceptional service to all customers. To pass incident tickets not resolved within the given time frame effectively to senior technical team To establish and maintain high levels of call ownership To manage and progress all calls to a satisfactory conclusion, using the ITSM system, ensuring that appropriate parties are kept up to date on call progress. To understand customer business requirements and to facilitate the provision of exceptional customer service. Own, manage and implement incidents, changes and service requests in line with SLA’s to a high level to ensure customer satisfaction. Assist with any project work that requires operational input Deliver required shift cover, as described in the T&Cs of 12 hours shift rota covering 24×7. Utilise our monitoring and system management tools to make sure customers experience a continuous service To constantly review working practices and process and propose service improvements for customers and Service Express Manage the NOC during the night shift and at weekends Monitor BMS and Performance management board Deliver hands and eyes tasks out of core business hours and weekends Manage tapes where needed out of hoursWhat you will bring?
Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels. High levels of commitment and ability to take action when necessary. High levels of customer service skills. Ability to follow policies and procedures, attention to detail, ability to prioritise a varied and busy work load and be a quick learner. Previous operational experience required Flexible attitude towards work; working additional hours when required at short notice to meet business needs Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions. Self-motivated achiever who gains satisfaction from providing excellent customer service. An ITIL qualification is preferable but not essential Contributes skills and capabilities to achieve the team’s goals. Is receptive to new ideas, builds strong working relationships and values diversity. Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives. Flexibility, open to change and able to multi-task Passion and commitment to engaging customers and stakeholders Positive and enthusiastic, even when faced to with challenge or conflicting prioritiesWhat we offer
Up to £31,000 + 15 % Bonus* Shift allowance of £11,000 Shift pattern: 4 days, 4 nights, 4 off. Hours 7am – 7pm and 7pm – 7am. Based full time in our Bedford HQ 33 days annual leave (including bank holidays) + Birthday Day off + additional bonus bank holiday attachments. 5% Pension contribution Paid volunteer hours Lifestyle Benefits, Employee Assistance Programme, Life assurance, Private Medical Insurance and more. A Collaborative company that focuses on providing our employees and customers through the best experience. On site Gym and use of personal trainers. Job specific training provided + ongoing continuous development Easy and Free on-site ParkingCome join our fabulous and highly collaborative team
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