PayPoint - Careers
Service Operations Analyst
Welwyn Garden City
31/7/2019

WHAT YOU WILL BE DOING


The role will be responsible for monitoring, support and ensuring delivery of IT services within PayPoint.

 
  • Work on various shifts to facilitate 24x7x365 support. All shifts will be office based.
  • Monitor the performance of PayPoint services ensuring systems are managed to SLA requirements.
  • Identify and verify service impact to customers through monitoring, alerting and incident management.
  • Executes the PayPoint Incident Management process, coordinating on-call resources and, where necessary, escalations to Duty/Incident Managers
  • Understands the needs of the internal or external customer and keeping them in mind when taking actions or making decisions
  • Provide prompt and professional communication of all incidents to internal and external customers.
  • Ensure scheduled tasks are completed successfully at the specified time.
  • Identify unsuccessful tasks and record details on the service management system.
  • Complete Change Request tasks within the specified time-scales and document the results.
  • Use the appropriate procedures and checklists when performing tasks ensuring any discrepancies are highlighted.
  • Act as the primary technical contact for PayPoint clients, ensuring all communication is managed professionally.
  • Provide first line support for Facilities related issues at our primary and secondary sites outside normal business hours.
  • Consistently develop knowledge base for all PayPoint and systems




WHAT WE WOULD LIKE FROM YOU
 
  • Experience in a Windows environment or similar.
  • Good communication skills both written and oral, especially when talking to non-technical staff.
  • Experience of working and delivering in a high-pressure environment with multiple priorities.
  • Ability to work together as a cross functional team.

IT WOULD BE GREAT IF YOU HAVE THE FOLLOWING
 
  • A recognised qualification in Information Technology.
  • A good understanding of monitoring tools including Solarwinds, Nagios and SCOM.
  • A good understanding of the principles of service support as defined in the ITIL framework.
  • Previous experience with ServiceNow
 

ADDITIONAL REQUIREMENTS / INFORMATION (e.g. hours, shift work, travel)

  • Shift Work – Service Operations Analysts will be required to work on a 12 hour shift pattern.
  • Will be required to be Fire Warden and First Aid trained.

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