Customer Operations Associate
Vi
Service Operations Analyst
MDD Forensic Accountants
full-time
Posted on:
Location Type: Hybrid
Location: 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £26,000 - £31,000 per year
Job Level
Mid-LevelSenior
Tech Stack
FirewallsITSM
About the role
- Serve as a Subject Matter Expert for assigned IT service(s)
- Adopt an automation-first, problem management-focused mindset for ticket management and resolution
- Provide customer-focused incident and request resolution, restoring service for impacted customers
- Provide support to major incidents working with Operational Support Leads and IT managers
- Escalate complex issues to the Technical Operations team with all key information for handover
- Work with Technical Operations to identify enhancements to reduce escalations
- Ensure rapid resolution of incidents and requests via the ITSM tool and Service Management processes
- Take calls from users and support them to raise/resolve queries/incidents/requests
- Reduce repeat IT issues by identifying and addressing root causes
- Liaise with other business and IT teams to implement permanent fixes and solutions
- Manage business communications relating to services throughout issue lifecycles
- Support onboarding of new services and customers to ensure smooth transitions into live service
Requirements
- Experience working in a large organisation providing Enterprise IT support
- Experience working with ITIL processes for service management
- ITIL V4 foundation (v4 or above)
- Technical experience of administration and support of Windows servers (2016 and above)
- Technical experience of administration and support of Windows desktop OS (10 and above)
- Experience with Mobile device management (e.g. Intune)
- Experience with Active Directory / EntraID for user/group management
- Experience with Microsoft 365 (Office, Teams, SharePoint, OneDrive)
- Experience supporting end user devices (laptops, mobile phones, printers)
- Understanding of LAN/WAN networking and firewalls
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service managementWindows server administrationWindows desktop OS supportMobile device managementActive DirectoryMicrosoft 365LAN networkingWAN networkingfirewallsproblem management
Soft skills
customer-focusedcommunicationincident resolutioncollaborationproblem-solvingroot cause analysisescalation managementservice transitionstakeholder managementteam liaison
Certifications
ITIL V4 foundation
