IT Operations Centre Analyst

About the role:

The IT Operations Centre Analyst is responsible for the triage of initial incidents entering the IT Service Management System. The Triage process categorises the ticket type, subtype, and Item and attempts to resolve the incident or request on first contact. The Operations Centre Analyst is also responsible for the effective and efficient remote monitoring, management, and response to alarms using various systems.

Essential Skills

Understanding and practical experience with:

• Excellent customer service skills, specifically in spoken and written English.
• Prior IT helpdesk experience supporting Windows environments and M365.
• Proficient with at least 1 security product suite, ideally Sophos
• Understanding of IPv4 networks, including the configuration of routers and switches
• Hosted PBX Systems, VoIP / SIP
• Server hardware builds
• Virtualisation (ProxMox preferred)
• A meticulous and systematic approach to troubleshooting.
• Professional presentation skills and the ability to liaise with customers, staff, and management effectively.
• Ability to manage and track time effectively and work under pressure professionally and patiently.
• Strong analytical and problem-solving skills, spotting potential issues before they become critical.

Role and Responsibilities:

• The organisation of the Alerts and Monitoring queue.
• Respond to incoming calls and emails to ensure all requests are logged in ConnectWise and correctly categorised.
• Handle level 1 IT support cases.
• Administering Windows domains and workstations.
• Ensure positive communications between yourself and the Managed IT Team.
• Escalate tickets requiring engagement through to the L2 and L3 teams efficiently and with clear communications.
• Operate, monitor, and maintain production quality, ensuring service levels, availability, capacity, and resilience. Monitor and maintain configuration items, ensuring disks are less than
  80% utilised, Memory is not greater than 95% utilisation, and Updates and Firmware are no more than one version behind. Allocation of incidents with priority is sent through to Level two and three resolver groups if above limits.
• Contribute to your team's performance by taking on broader accountabilities that reflect your capabilities, skills, and development goals to contribute to your team's success.
• Collate and deliver information on user/system issues.
• Perform daily, weekly, and monthly reviews and analysis of current processes using operational metrics and reports.
• Cross-training of other staff on system functionality as required.