Description:
Overview:
The Operations Analyst is accountable for monitoring the clients networks, systems and infrastructure.
They will be the first point of contact for stakeholders. They will assess and prioritise changes, problems, service requests and incidents whilst working collaboratively with other members of staff and customers.
They must keep records of events. Working 24/7 roster.
Service Management
- Assess and handle incoming requests concerning application, network and product services
- Monitor infrastructure, network and systems of the clients using provided solutions
- Manage communication for all stakeholders (customers, partners, team members, internal systems)
- Coordinate with partners and suppliers regarding progress, maintenance and events
- Oversee and verify scheduled events
- Undertake basic troubleshooting for all logged events through the ticketing system
- Escalate incidents, problems and service requests when necessary
- Aid team members with application, network and product-related issues as required
- Ensure SLA's are maintained
Documentation
- Development and upkeep of process and procedure documentation
- Record all interactions with stakeholders
Soft Skills
- Exceptional oral and written communications
- Ability to work independently and with others
- Willingness to learn
- Deal with incidents impromptu
- Ability to prioritise
Requirements:
Experience:
- Two years experience in Service Desk or NOC environment (or exposure/training)
- Level 2/3 Service Desk experience
- Troubleshooting/Problem Solving
- Problem, incident, knowledge, service catalogue management
- Working collaboratively
- Meeting Service Level Agreement requirements
- Prior experience with IT Service Management solutions
Knowledge
- Fundamentals of network infrastructure is a must
- Understanding protocols such as TCP/UDP/DNS/SSH
- OSI Model
- Windows
- Microsoft
- Windows
- You must be willing to cover weekend/public holidays
- Be able to do overnight shifts
- Excellent oral and written skills
Conditions:
- Flexible work options
- Strong Equal Opportunity focus
- Sector leader in Social Responsibility and Ethics
- Culture that allows your career to flourish with access to leading technology's
- Undercover car parking
- 17% superannuation
7 Mar 2024;
from:
michaelpage.com.au