IT Operations Analyst

Responsibilities

• Monitor and provide first-person contact support for the production infrastructure, systems and applications in line with availability, response, and resolution SLAs.
• Provide first-line technical support for end users across desktops, laptops, and mobile devices.
• Diagnose and resolve hardware and software issues on Windows systems, particularly Lenovo laptops and desktops.
• Configure and support Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Ensures the quality and ongoing capability to deliver remote hands-and-eyes-on services across multiple geographies.
• Investigates, triages, resolves or escalates any alerting generated through monitoring tools or incident tickets in Halo ITSM.
• Identify and verify service impact on customers, and escalate to subject-matter experts to support problem resolution.
• Responds to and coordinates resources in the event of a Major Incident, supporting the Major Incident Managers.
• Aid in coordinating operations and engineering teams to identify errors and anomalies.
• Ensure that all IT (Information Technology) teams (internal and external) follow the E&CS Global Technology Incident and Major Incident Management Processes for every incident and ensure appropriate governance and oversight are maintained.
• Maintain, develop, and improve reporting capabilities and contribute regular reports to management on compliance with SLA objectives.

Qualifications

• Strong experience supporting Microsoft Windows operating systems.
• Solid knowledge of Microsoft 365 applications and services.
• Experience supporting Lenovo laptops and desktop hardware.
• Basic networking knowledge, including shared printers, file shares, and TCP/IP fundamentals.
• Previous Operations experience, preferably with a Command Centre style environment such as a NOC, etc., where observability, response and resolution are key objectives.
• Understanding of Halo ITSM or a similar ITSM tool.
• Knowledge of Apple devices, including macOS, MacBook hardware, and iPhone/iOS support (desirable).