Description
Service Operations Analyst
Application Deadline: 20 February 2025
Department: IT
Employment Type: Permanent - Full Time
Location: Home United Kingdom
Description
As a Service Operations Analyst, this role requires the individual to serve as a Subject Matter Experttechnical support specialist for the IT service(s) to which they are aligned. Whilst you will have your own specialization, you will also have the capacity to provide support for other services as needed.
You will have a customer focussed mindset for incident and request resolution, focussing on restoring service for impacted customers. You will provide support to major incidents working with the Operational Support Leads and other IT service managers and technical support staff.
You will follow documented processes to be able to satisfy customer requests and also to support the diagnosis of incidents. For the technologies you are aligned to, you will also be able to carry out fault diagnosis beyond the documented procedures.
For complex issues, you will escalate to the Technical Operations team ensuring that all key information is collected to enable an effective handover between support teams. You will work with the Technical Operations team to identify enhancements which can be made in order to be able to resolve issues within the Service Operations team without requiring esclation.
Key Responsibilities
- Ensuring rapid resolution of incidents and requests with a customer service focus
- 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 helping to identify opportunities to resolve problems rather than addressing individual issues
- 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
Skills, Knowledge and Expertise
- Experience working in a large organisation providing Enterprise IT support
- Experience working with ITIL processes for service management
- Technical experience of administration and support of some or all of the following technologies
- Windows servers (2016 and above)
- Windows desktop OS (10 and above)
- Mobile device management (e.g. Intune)
- Active Directory / EntraID for user/group management
- Microsoft 365 (Office, Teams, SharePoint, OneDrive)
- End user devices (laptops, mobile phones, printers)
- Understanding of LAN/WAN networking and firewalls
Why work for Davies
Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:
- Reward platform – discounts for over 800 retailers
- 25 days holiday (rising with service)
- EAP with virtual GP
- 2 x paid volunteering days
- Enhanced maternity and paternity leave policies
- Fostering friendly and fertility support employer
- Pension - matched contribution up to 5%
- Life Assurance (4 x basic salary)
- Development, training, and professional qualifications where applicable
