It Operations & Support Analyst

IT OPERATIONS & SUPPORT ANALYST – CONTACT CENTRE – STOKE ON TRENT – UP TO £50,000 BASIC SALARY + EXCELLENT BENEFITS

This is an exciting opportunity to join our client who is a dynamic, accomplished team who are dedicated to be the best in their industry.

Our clients who are leading and well-established provider of business support services based in Stoke in Trent.

Due to their continued success and growth, they are now recruiting for an experienced and hands on IT Support and Operations Analyst to work from their Stoke on Trent contact centre.

If, you have experience in a Microsoft M365 environment, Cloud-Based solution and a strong background in IT Management, then this could be the role for you.

The Role

• As an IT Operations and Support Analyst your role will be to help the IT department by continuing to provide exceptional standards of support to people within the organisation
• Assisting with planning infrastructure change and migration to cloud based services
• Identifying gaps, risk and solutions for a smooth migration
• Proving network support, from 1stline to more complex hands-on resolutions
• Our clients network is based on Windows 2019 servers, Azure Cloud Services, SQL Server 2008/2012 and MS Office 365
• Taking helpdesk calls and logging problems occurring within the business into our clients helpdesk task tracking system
• Your role will also include supporting the internally developed IT systems and be trained to aid internal users by delivering routine levels of assistance and resolution in a timely, efficient and professional manner
• Using your practical and commercial experience of Azure Cloud Services and skills sharing with the team
• Supporting with the analytical requirements of a server migration
• You will be working – 37.5 hours per week. Monday to Friday 7:30am – 4:00pm and 10:30am – 7:00pm
• At least 1 in 3 Saturdays between 8:00am – 13:00pm (Time rota’d off in the week when covering)
• You will be based from our clients Stoke on Trent contact centre with easy Motorway links and parking

Business systems include

- Adtec Case Management System

- Max Contact Cloud Telephony Dialler

- Microsoft Office 365 & Teams

Other In-House systems, also to be supported

- Windows Server & Windows 10/11 desktop environments

- Fortigate Firewall

- Antivirus & Security systems

The Ideal Candidate

• As an IT Support and Operations Analyst, you must have similar experience
• You must have proven experience and able to articulate technical hands-on experience with cloud platforms, ideally Azure Cloud Services
• Able to fulfil a variety requirement from 1st Line Technical Support to improving efficiencies of business operations
• Ability to work with people at all levels
• Able to present data and recommendations to senior management teams
• Diagnostics, troubleshooting and analysing issues associated with our systems, servers, hardware and other information systems
• Ideally Educated to degree level
• Good administrative and communicative skills
• Some experience of using Microsoft Windows and an aptitude for developing your IT knowledge – Continuous professional development
• Hard working and committed to achieving results
• Can demonstrate high levels of accuracy and attention to detail.
• Good communication and documentation skills
• Ability to retain knowledge and put theory in practice

The Package

• £40,000 - £50,000 Basic Salary (Subject to experience)
• You will receive our clients 4-week training program to learn and help to support our clients telecommunications infrastructure for the call centre, along with our database and CRM systems.
• Up to 35 days holiday, including bank holidays
• Gym membership contribution of £20 per month
• Our clients Rewards Platform providing shopping discounts and savings on eating out and entertainment
• An Employee Assistant Programme offering support to help look after your health and wellbeing
• Enhanced Family Leave Policies
• Paid time off to Volunteer at a charity of your choice – up to 2 days per year
• Free onsite parking and a short walk from Stoke station
• Pension scheme, career development and long service awards
• Casual dress, regular social events and free tea and coffee

IT OPERATIONS & SUPPORT ANALYST – CONTACT CENTRE – STOKE ON TRENT – UP TO £50,000 BASIC SALARY + EXCELLENT BENEFITS