IT Service Operations Analyst

Benoy; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A global design and architecture firm is seeking an IT Service Operations Analyst to collaborate with third-party support and manage on-premise infrastructure. This role requires proficiency in server maintenance, strong troubleshooting skills, and experience with Azure and Active Directory. Offering a competitive salary and the opportunity to work in a fun and inclusive environment.

Benefits

Competitive salary

Agile working options

Opportunities for learning and growth

Collaborative studio environment

22 days annual leave plus options to buy more

Private medical/life insurance and pension

Qualifications

• Proficiency in server maintenance activities and Hyper-V environments is essential.
• Experience troubleshooting physical and virtual desktop issues.
• Knowledge of cybersecurity concepts and tools required.

Responsibilities

• Assist end-users with hardware and software applications.
• Participate in IT Service Operation processes.
• Collaborate with external partners on incident management.
• Monitor IT security incidents and alerts.
• Provide support for on-premise infrastructure.

Skills

Proficiency in infrastructure, server, and maintenance activities

Strong troubleshooting skills for infrastructure and networks

Networking experience (Routers, Switches, Firewalls, VPNs)

Knowledge of security technologies

Desktop Support experience with Windows 10 and 11

Experience with Azure and Active Directory

Familiarity with O365 collaboration tools

Experience in macOS support and troubleshooting

Knowledge of VMware technology

Experience with Cloud Storage

Background in CAD/design applications support

Customer first attitude

Job description

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The IT Service Operations Analyst - EMEA will collaborate closely with the third-party 1st line support team to provide end-user support, manage on-premise infrastructure, and administer cloud computing services. This role will play a crucial part in ensuring the smooth operation of IT services, resolving incidents, and maintaining a high level of user satisfaction.

About You - Skills & Experience Required

Essential Technical Skills:

• Proficiency in infrastructure, server, and maintenance activities (Server 2016, 2020) and Hyper-V environments.
• Strong troubleshooting skills for infrastructure and networks.
• Networking experience, including Routers, Switches, Firewalls, and VPNs.
• Knowledge of security technologies, including Anti-Virus, Email and Web filtering, and Security Incident Event Monitoring systems.
• Demonstrable understanding of IT security and compliance.
• Desktop Support experience with Windows 10 and 11.
• Experience with Azure and Active Directory environments.
• Familiarity with O365 collaboration tools and mail.
• Experience in macOS MacBook support and troubleshooting, including Kandji MDM platform.
• Knowledge of VMware (VDI) technology.
• Experience with Cloud Storage (Panzura).
• Familiarity with cybersecurity concepts and tools.
• Experience with event management and monitoring tools.
• Background in CAD/design applications support.
• Experience working within an Architecture/Design environment.
• "Customer first" attitude, with a commitment to delivering tasks on time and to a high standard.
• Ability to work both independently and as part of a larger team.
• Self-motivated and adept at problem-solving.
• Willingness to take on responsibility.

Other Requirements:

• Frequent travel to offices in the UK.
• Occasional need to work outside of normal office hours, including weekends, to support planned system maintenance activities.

What we can offer you

• Competitive salary, dependent on experience.
• Agile working with the option of three days in the studio and two working from home.
• Opportunities to learn and grow within a fast-paced, global company.
• A fun, inclusive and collaborative studio environment with an active calendar of social activities.
• 22 days annual leave with the option to buy more.
• A range of benefits including private medical/life insurance and pension.

If this role interests you, read on for details about the role responsibilities.

Key Responsibilities

End-User Support:

• Assist end-users with hardware and software applications.
• Troubleshoot physical and virtual desktop and system issues, diagnosing and resolving hardware/software incidents and problems.

IT Service Operation:

• Participate in IT Service Operation processes, including Incident Management, Request Management, Problem Management, Change Management, and Access Management.

External Partner Collaboration:

• Collaborate with external partners, such as Managed Service Providers (MSPs) and application vendors, to manage incident, request, and change management activities.

Security Monitoring:

• Monitor IT security-related incidents and alerts, investigating, resolving, or escalating as per defined protocols using third-party tools and providers.

Infrastructure and Cloud Support:

• Provide support and operational responsibilities for on-premise infrastructure.
• Administer Microsoft 365, Azure, and cloud tools/services.
• Manage information systems, including Oracle, SharePoint, and Teams.
• Support core CAD/design applications, including Autodesk products, Rhino, and Sketchup.
• Manage Zoom video conferencing and telephony systems.

Asset Management:

• Oversee asset management activities, including laptops and mobile devices.

User Onboarding and Offboarding:

• Handle user onboarding and offboarding processes.

P1 Alert Response:

• Respond promptly to Priority 1 (P1) alerts.

Lifecycle Activities:

• Participate in other IT Service lifecycle stages, such as Service Transition and Continuous Service Improvement activities.