Job Description

Summary of the position


The Operations Support Analyst role is required to ensure that all incidents managed directly are logged, investigated, resolved and closed to the satisfaction of the client, within agreed service level agreement timescales.


Key accountabilities


• Interact with UK clients through phone and email


• Undertake technical resolution of incoming issues, within expected technical capability.


• Use technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage)


• Ensure all calls logged are clearly written so that any team member can understand the issue.


• Take day to day responsibility for assigning incidents through the client's incident management system.


• Understand and execute against agreed processes for implementing fixes/changes.


• Understand the impact of incidents on the client, and respond appropriately - exhibit the right sense of urgency.


• Understand the impact of non-delivery on the reputation of PMC with the client


• Provide regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Operations Support Manager.


• Understand and apply the incident escalation structure.


• Follow up with clients to close down incidents - get confirmation from clients that incident can be closed.


• Escalate to Team Leader/Operations Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.


• Take responsibility for maintaining required knowledge levels.


Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.


Skills and Experience | Essential


• Good communication skills, Verbal and Written both, is a MUST


• Experience in helpdesk support, support desk, service desk environment.


• Understand ITIL Framework - certification not required


Skills and Experience | Desirable


• 2+ Years of IT Support experience


Typically one who has experience in helpdesk support, support desk, service desk environment. Preference is incident management work area.


- Understand ITIL Framework - certification not required. Basic understanding on Incident Management.


- Basic SQL & OS knowledge - theoretical is enough


• Good Command on English Language - must


- Retail IT domain knowledge - added advantage.


Personal attributes


• Able to share ideas with the team and self-confident


• Go-getter and solution-oriented personality


• Very quick learner and keen to learn new things.


• Basic SQL & OS knowledge - theoretical is enough


• Reliable & accountable individual who can an manage client interaction


• Ability to work under pressure