IT Support Operations Analyst / Epsom / £30000
This is a fantastic opportunity for an experienced IT Support Analyst with previous experience of working in a fast-moving and changing, large enterprise IT environment. Based in Epsom, Surrey, you will be part of an evolving and dynamic Service Operations support group, which currently supports around 18,000 staff globally. The company offers a competitive salary, flexible working and a flexible benefits package.
Provide L1 telephone based technical support to secure environment users
Own, investigate, analyse, troubleshoot and resolve incidents raised by secure networks staff
Ensure knowledge and skills are transferred to L1 to increase first line fix rate and reduce cost to the business - for example, manage and resolve issues logged online
Ensure technical documentation and knowledgebase articles are produced where appropriate
Engage with continual service improvement initiatives
support the wider Support Operations team in owning, investigating, analysing, troubleshooting and resolving incidents elevated to the team
Additional tasks to be defined as requirements evolve, based on the expansion of the Secure Networks Environment
Occasional travel to other office locations for training & supporting users
ITIL v3 Foundation and knowledge of ITIL Service Operation
Exceptional timekeeping and time management
Excellent customer service skills, strong business focus and stakeholder engagement skills
Solid written and verbal communications skills, including report writing and technical documentation
Solid technical knowledge of enterprise IT environments
Experience of working in a fast-moving and changing, large enterprise IT environment
Ability to build positive cooperative relationships and communicate at all levels with other groups and departments
Experience of IS work management systems
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As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.