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IT Service Operations Analyst, ITIL, Service Desk, Solarwinds, Remedy

Posted 8 March by Haybrook IT Resourcing Ltd Easy Apply Ended

IT Service Operations Analyst, ITIL, Service Desk, Solarwinds, Remedy

We are currently recruiting for an IT Service Operations Analyst on behalf of our client who a growing IT Security Provider. The position of IT Service Operations Analyst is an exciting opportunity to join a friendly and professional team in an energetic and vibrant working environment. The new IT Service Operations Analyst will supporting the live Managed Service Desk which includes work on contracts with a range of high profile customers. The IT Service Operations Analyst will be joining a department comprising of our 24/7 IT Service Desk team and a 2nd Line technical Engineering team. It’s a buzzing and dynamic environment that will give you the opportunity to work collaboratively with other teams

As the new IT Service Operations Analyst your focus will be on performing key Incident and Problem Management activities, as well as creating monthly SLA reports that are issued to customers. You will act as a day to day escalation point for Service Operations fielding queries from our IT Service Desk Shift Leads regarding customer escalations and IT Service Management best practice. As part of this role you will also take part in an on call rota for Incident Management escalations out of hours.

Below are the Main Duties and Responsibilities for the IT Service Operations Analyst role::

  • Acting as a Major Incident Manager, supporting prompt incident resolution and providing Major Incident reports & reviews.
  • As part of Incident Management activities, participating in an on call rota to act as an escalation point for the ITSD Shift Lead.
  • Supporting the ITSD team, ensuring tickets are logged and managed in line with best practice and following documented procedures throughout their lifecycle.
  • Work in partnership with ITSD shift lead and 2nd line team leader to identify any knowledge gaps and help provide and create training and working aid materials.
  • Identifying & implementing process improvement activities. Ensuring documentation is fit for purpose and maintained appropriately.
  • Working in partnership with other process owners (Change & Service Level Management)
  • Support onboarding of new services into Service Operations
  • Work alongside Service Transition to carry out process testing and validation
  • Day to day tuning and management of the IT Service Management Toolset (ITSM)
  • Create both ad hoc and monthly customer Service Management Reports (SMR's) and provide analytical review.
  • Willingness to cover other ad hoc activities as they arise.

The Main Skills and Experience required for this IT Service Operations Analyst role are:

  • Experience working for a technology based Managed Service Provider, ideally delivering Desktop & Server/Hosting services
  • Document Control
  • Previous experience with an IT Service Management toolset (Ideally BMC Remedy)
  • Experience triaging, escalating and prioritising tickets.
  • Desirable
  • ITIL Foundation and other ITIL qualifications (Service Transition/Operations or Continual Service Improvement)
  • Use of monitoring tools such as Solarwinds or Nagios

While it is desirable that applicants have performed a similar role, if you have experience in working in an ITIL IT Service Desk environment where you have covered these activities and now want to take the next step in IT Service Management, we would like to hear from you.

Based near Swindon, the office is easily commutable from Oxford, Witney, Swindon, Shrivenham, Farringdon, Cirencester, Newbury, Reading and many others.

So if this new role is of interest please apply today for immediate consideration!

IT Service Operations Analyst, ITIL, Service Desk, Solarwinds, Remedy

Referral Scheme: If this role isn’t for you then perhaps you could recommend a friend or colleague to Haybrook IT. If we go on to place that person in a permanent or temporary capacity then you could be rewarded with £500!! Please see our website for terms and conditions.

Haybrook IT Resourcing is Oxford’s leading IT recruitment agency. With exclusive access to some of the region’s most successful companies, send in your CV today to secure your next IT position.

Haybrook IT Resourcing Ltd acts as an employment agency and an employment business.

We value diversity and always appoint on merit.

Required skills

  • ITIL
  • SC Clearance
  • Service Desk
  • Solarwinds
  • Remedy

Reference: 34640268

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