Global IT Service Operations Analyst

Lucy Group; Hinoba-an; On-site; PHP 350,000 - 550,000; Full time

Job summary

Lucy Group is seeking a Global IT Service Operations Analyst to serve as the first contact for end-users, handling requests, incidents, and escalations. You will administer M365 services, manage user accounts, and drive process improvements across Lucy Group companies.

You will work within ITIL guidelines, support VIP users, and coordinate with global teams to ensure service levels are met and knowledge bases are expanded.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 3+ years’ IT Service Desk or IT support experience.
• ITIL3/ITIL4 certification or 3+ years’ equivalent ITSM experience
• Experience with IT infrastructure technologies (Networking/SDWAN, SAN, VMWare, DNS, AD)
• Familiarity with Azure and M365 environment

Responsibilities

• Act as the first contact for end-users and manage service requests, escalations, and incidents.
• On-board/off-board new users across Lucy Group companies.
• Ensure incidents and requests progress within SLAs.
• Administer core M365 services (Exchange, SharePoint, Teams, OneDrive).
• Create and manage user accounts, groups, and licenses.
• Manage RBAC and permissions; troubleshoot email and collaboration issues.
• Develop knowledge articles and improve ITSM processes.
• Adhere to ITIL best practices and service desk policies.
• Provide enhanced support to VIP users and drive continuous improvements.

Skills

M365 Administration

Exchange

Active Directory

SharePoint Online

Microsoft Teams

Windows OS

Microsoft Defender

Intune

Microsoft Entra

ServiceNow

Communication skills

Analytical thinking

Multitasking

Customer service

Team collaboration

Networking basics

VMware

DNS

Azure

MDM

AZ-900

Education

Bachelor’s degree in IT/CS or related field

ITIL3/ITIL4 Certification

Tools

ServiceNow

VMware

Job description

About the role:

As a Global IT Service Operations Analyst, you will act as the ‘first contact’ for end-users, raising service requests or operational escalations or reporting incidents. You will also be responsible for managing the on-boarding/off-boarding of all new users across all Lucy Group companies.

Your responsibilities:

• Ensure all assigned incidents, requests and queries are progressed within agreed service levels.
• Escalate urgent Service Requests or Incident raised by critical resources.
• Escalate cases that have not been resolved within the established turnaround times.
• Administer core M365 services like Exchange, SharePoint, Microsoft Team and OneDrive for Business.
• Create, manage user accounts, groups and licenses.
• Manage role-based access and permissions.
• Troubleshoot issues related to email, collaboration tools, and access.
• Develop existing processes and procedures to troubleshoot and create articles for known issues and share knowledge with colleagues.
• Adhere to ITIL Service Management (ITSM) best practice and techniques whilst following Service Desk policies, procedures, and guidelines
• Work with other team members to continually improve all aspects of IT services that deliver value and enhanced the end-user experience.
• Monitor Logic Monitor incidents and alerts and elevate then if there is any critical issue observed.
• Continue to improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks
• Provide enhanced and expedited support to VIP and critical business users
• Proactively seek out opportunities for continual improvement. Own and progress these opportunities ensuring maximum value is achieved.
• Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.

Key Skills:

• Proficiency in M365 Admin Centre, Exchange, Active Directory, SharePoint Online Administration, Microsoft Teams Administration and Windows Operating system.
• Familiarity with Microsoft Defender, Intune and Microsoft Entra.
• An enthusiastic commitment to delivering and maintaining a positive End-User Experience
• A detail-oriented Service Operations Analyst with a passion for solving complex problems, analyzing operational data, and driving continuous improvements that enhance service performance and customer experience.
• Experience using ITSM tools such as ServiceNow.
• Strong Verbal and written communications skills.
• Good problem-solving skills and analytical thinking.
• Ability to prioritize and multitask in a fast-paced environment
• Excellent customer relations skills.
• Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge
• Well organised and able to prioritise workload
• Collaborative and community focused
• Friendly and positive attitude

Minimum Qualifications, Knowledge and Experience:

• Bachelor’s degree in an IT, Computer Science or related field
• 3+ years’ experience in IT Service Desk or IT support.
• ITIL3/ITIL4 Certification, or 3+ years’ equivalent experience in an IT Service Management environment.
• An understanding of Infrastructure technologies (e.g. Networking/SDWAN, SAN, VMWare, DNS, AD)
• An understanding of the Microsoft Eco System and services, specifically Azure and M365.
• Operational experience of ServiceNow (ITSM - Incident Management; Request Fulfilment; Problem Management)
• An awareness of Information Security (InfoSec) and Cyber Security
• Willingness to work in shifts (UK Time zone)
• Ability to document issues and solutions clearly for knowledge base entries.
• Experience of supporting users across multiple time zones and regions

Desirable Skills, Qualifications, and Experience:

• Knowledge of mobile device management (MDM)
• Strong understanding of cloud technology (e.g. Microsoft Azure).
• Basic understanding of networking concepts (IP, DNS, DHCP, VPN)
• CompTIA A+, Network+, AZ-900 Certified