Recruitment – Job Summary



|Post Title |Operations Analyst |

|Job Family |OS020 or OS030 |

|Line Manager |Operations Manager |New Role? N |

|Location |NCO |

Role Overview

The aim of the role is to provide exceptional customer service that exceeds expectations, by logging, owning and resolving incidents, service requests and problems for our customers within agreed targets. Delivering first-time fixes and 2nd line support across a variety of applications and technologies takes aptitude. It’s a busy team that demands a ‘can-do’ attitude to problem solving. The ability to take ownership and manage an incident, service request or problem to its successful resolution will be key. You’ll need to use your initiative and be flexible in your approach in order to professionally and efficiently deliver the results your colleagues and customers need. 

Requirements

To be considered for this position, you’ll ideally have experience in a service desk or deskside role, dealing with volume calls, requests and enquiries. A working knowledge of Windows 7 & 10 in both corporate and IT service desk environments would be advantageous. You should also be a team player with a calm and courteous manner and confident you can communicate well professionally at all times.

Role Description

To proactively deliver the Incident, Request Fulfilment, Known Error and Problem Management processes and transaction activities by undertaking:

Administration of telephone, email & self-service portal enquiries from customers

Incident detection and recording on the ITSM

Incident classification and initial support

Incident Investigation, triage and analysis

Incident ownership, monitoring, tracking and communication

Incident closure and escalation

Request logging and categorisation

Request fulfilment support

Request monitoring and escalation

Request closure and evaluation  

Fulfilment of new starter and access requests

Problem detection

Problem logging, prioritisation and diagnosis

Problem resolution

To ensure the highest level of customer care at all times, keeping customers fully aware of current products and services and maintaining a close liaison with colleagues with a view to enhancing service delivery.

To participate in all performance and service management activity by:

▪ Assisting in the development and production of key performance indicators (KPI) for the monitoring of services provided.

▪ Preparation and distribution of status and performance reports.

▪ Marketing and promotion of IT services offered by Technology Services.

Adherence and compliance to BCC’s corporate processes and policies:

Code of Conduct

Data Protection, privacy and use of IT resources as detailed in the Corporate Security framework

Health & Safety

Regulatory standards

Human Resources policies and procedures

Equality and diversity

This job description will be supplemented by annual objectives, which will be developed in conjunction with the post holder. It will be subject to regular review and the Council reserves its right to amend or add to the duties listed without changing their general character or the level of responsibility.

|Knowledge, Skills and Experience: |

|Role Profile requirements. |Job specific examples. |Essential |Desirable |

| |(if left blank refer to left hand | | |

| |column) | | |

|Strong aptitude for technical concepts and troubleshooting | |x | |

|experience | | | |

|Excellent interpersonal and customer service skills, written and | |x | |

|verbal. | | | |

|Understanding of ITIL and Service Management | | |x |

|Experience & Knowledge |Job specific examples. | | |

| |(if left blank refer to left hand | | |

| |column) | | |

|Experience of working processes and call handling | | |x |

|Experience of working in a customer facing Team | |x | |

|Background in Service Desk, Technical, Customer Service and/or | |x | |

|Service Management environments. | | | |

|Other Requirements: |

|Ability to communicate at all levels of the organisation. |

|Uses initiative. |

|Flexible to new technologies. |

|Ability to work under pressure. |

|Very good organisational skills and attention to detail. |

|Ability to work effectively as a member of a team. |

|Excellent timekeeper. |

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