Operations Analyst

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 24x7.


• 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 hours
  
  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 priorities
  
  Shift allowance of £11,000


• Shift pattern: 4 days, 4 nights, 4 off.


• Hours 7am - 7pm and 7pm - 7am.


• 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.


• Hybrid flexible working to suit your needs


• Job specific training provided + ongoing continuous development


• Easy and Free on-site Parking


Come join our fabulous and highly collaborative team!

#Li-Hybrid

Service Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.