IT Operational Analyst

Element is looking to hire an IT Operations Analyst. As an IT Operations Analyst you will be required to drive operational excellence throughout the technology organisation by executing a high standard of day-to-day operational support of Enterprise & Cyber Services (E&CS) services provided to the Element business.

This function is integral to the success of Service Operations as a whole. The role will be working in a TOC (Technology Operations Centre) environment responsible for monitoring troubleshooting and taking restorative actions as defined in published KB articles and ensuring the delivery and availability of ALL services within the Element business.

The IT Operations Analyst will report directly to the regional OCC/NOC Lead.

Hours required for the role: This position has a rotational schedule. The main schedule will be Monday through Friday
8:00 am - 5:00 pm (In Office) and every 5th-6th week will work Monday through Friday 11:00 am - 8:00 pm (Remote).

Please note: Sponsorship is not available for this opportunity.

• 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.
• Assist 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.
• Maintains develops and improves reporting capabilities and contributes regular reports to management on compliance with SLA objectives.
• To always operate following Elements Purpose Mission Vision and Values.
• To work in accordance with all Elements policies procedures and standards at all times.

Skills & Qualifications

• Knowledge of networking principles as well as a knowledge of the specific technologies used by clients such as switches and routers networking infrastructure technologies LAN WAN (Wide Area Networks) technologies.
• Knowledge of Active Directory DHCP DNS SharePoint SQL Windows OS Mac OS VPN VMs Wireless Technology Citrix etc.
• Knowledge of monitoring tools such as Zabbix Big Panda etc.
• Working knowledge of ITSM Tools such as Halo ISTM.
• Experience of working and delivering in a high-pressure environment with multiple priorities.
• Strong time management and efficiency skills organised and delivery-focused good planning skills and process-driven.
• Be able to proactively manage customer expectations.

Essential Skills

• 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
• Technology-related degree level or higher qualification
• Any professional certifications such as Microsoft Cisco AWS Google etc.
• ITIL V4 Foundation

Desirable Skills
Knowledge of Apple devices including macOS MacBook hardware and iPhone/iOS support.

At Element we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming the worlds most trusted testing partner.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age disability ethnic origin gender marital status race religion responsibility of dependents sexual orientation or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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