Operations Analyst

Overview

Reference Number: JO-2309-523269
Operations Analyst
Rate: Negotiable
Job Type: Contract
Location: Northwich

Role: Operations Analyst

Rate: £16.36-£24.96 hourly

Duration: 6 months (opportunity for extension)

Location: Northwich Office

 

In this role you will:

·        Use analysis techniques to troubleshoot and resolve incidents as well as assisting in performing root cause analysis on problems.

·        Using remote control software, you will provide onsite and cross-border remote support.

·        Conduct regular interaction with IT users using customer service skills and communication skills.

·        Participate in IT projects and work collaboratively with project team members.

·        Liaise with partners and vendors on IT related user support.

·        Conform with ITIL processes and ensuring that all incidents are addressed efficiently, and proper system logging is maintained.

·        Install and maintain local infrastructure as required.

·        Work with ETS global support teams to act as a local ‘hands and eyes’ resource as required to ensure regional infrastructure is maintained at a high service availability level.

·        Perform hardware and software change requests as assigned.

And also:

·        Perform incident and problem analysis as required to resolveescalate incidents and requests.

·        Perform hardware and software change requests as assigned.

·        Perform implementation support as required.

·        Attend end user meetings as requested to provide local support to users.

·        Work with IT and global support teams to act as a local IT resource as required to ensure regional infrastructure is maintained at a high service availability level.

·        Install and maintain local infrastructure as required.

·        Deliver against assigned IT and business project initiatives.

·        Provide/hold trainings to colleagues and users.

What you’ll need:

At least 3 years of IT experience including 1 year in a technical customer support role.

Full driving licence as occasional travel stays to provide onsite to support to UK sites maybe required.

The ideal candidate would have the following skills

·        MS O365

·        Windows 10, Win 11

·        General knowledge of macOS preferable but not essential

·        Supporting via remote software like Bomgar

·        Local client configurations including, SAP GUI

·        ITIL frameworks and Incident logging systems.

·        VPN, remote/wireless access connectivity configuration and maintenance

·        PrinterLogic & SafeQ knowledge is preferable.

Well developed skills in the following areas:

·        IT troubleshooting and problem analysis

·        Good oral and written communications

·        Customer Focus service skills

·        Presentation skills

·        Willing to follow instructions and procedures.

·        Be a team player, Team Oriented

·        Be comfortable working in office and production environments

Our Commitment to Diversity and Inclusion

We believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every associate can grow and achieve their best. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, colour, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age or disability.