Service Operations Analyst

Key Responsibilities

• Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
• Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issues
• Provides on-call support to Davies colleagues, with 50% of the role dedicated to voice support (both inbound and outbound).
• Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions
• Manage business communications relating to your service(s) throughout the lifecycle of any issue
• Coordinate and facilitate Major Incidents relating to your service(s)
• Continually review and maintain all service-related knowledge to ensure it accurately reflects processes, procedures and technologies, thereby helping in the prevention of tickets
• Facilitate a seamless transition of any changes relating to their service(s). This involves ensuring minimal disruption to the user experience while also effectively embedding the knowledge and expertise within the teams into the operational processes

Skills, Knowledge & Expertise

• 3+ Year Experience
• Be a good problem solver with proven ability to diagnose and resolve issues. 
• Have good analytical skills, be methodical and accurate and show great attention to detail. 
• Have excellent verbal and written communication skills with the ability to articulate complex ideas in a clear and concise manner. 
• Excellent customer service
• Hands on’ approach and a willingness to learn
• Demonstrate teamwork - Contributes actively to an environment in which colleagues work cooperatively
• Proven experience and understanding of all windows operating systems and Active Directory Management
• Good working knowledge and experience of Office 365/Administration
• Experience administering the Office365 suite (Office, Teams, SharePoint, OneDrive)
• Understanding of PC hardware diagnosis, set-up, and configuration
• Good working knowledge of LAN/WAN principals and TCP/IP protocols
• Understanding of PC/Server hardware set-up and configuration
• Knowledge of Telephony systems
• Mobile Device Management
• Creating/Amending Mailbox Groups within Microsoft Exchange Online
• General printer knowledge
• ITIL4 foundation or above