24/7 Operator - Service Express : Job Details

We are seeking a 24/7 Operator to join our talented team here at Service Express.

The Operations Analyst will provide IBMi and Intel Level 1 support for all internal and external customer requests ensuring the delivery of exceptional service to our customers 24/7.

What you will do?

• To be able to proactively resolve 1st line and where possible 2nd line level incidents.
• Ensure processes and procedures are followed at all times to deliver robust exceptional service to all customers.
• To pass incident tickets not resolved within the given time frame effectively to senior technical team
• To establish and maintain high levels of call ownership
• To manage and progress all calls to a satisfactory conclusion, using the ITSM system, ensuring that appropriate parties are kept up to date on call progress.
• To understand customer business requirements and to facilitate the provision of exceptional customer service.
• Own, manage and implement incidents, changes and service requests in line with SLA’s to a high level to ensure customer satisfaction.
• Assist with any project work that requires operational input
• Deliver required shift cover, as described in the T&Cs of 12 hours shift rota covering 24x7.
• Utilise our monitoring and system management tools to make sure customers experience a continuous service
• To constantly review working practices and process and propose service improvements for customers and Service Express
• Manage the NOC during the night shift and at weekends
• Monitor BMS and Performance management board
• Deliver hands and eyes tasks out of core business hours and weekends
• Manage tapes where needed out of hours

What you will bring?

• Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels.

• High levels of commitment and ability to take action when necessary.
• High levels of customer service skills.
• Ability to follow policies and procedures, attention to detail, ability to prioritise a varied and busy work load and be a quick learner.
• Previous operational experience required
• Flexible attitude towards work; working additional hours when required at short notice to meet business needs
• Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• An ITIL qualification is preferable but not essential
• Contributes skills and capabilities to achieve the team’s goals. Is receptive to new ideas, builds strong working relationships and values diversity.
• Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives.
• Flexibility, open to change and able to multi-task
• Passion and commitment to engaging customers and stakeholders
• Positive and enthusiastic, even when faced to with challenge or conflicting priorities

What we offer

• Up to £31,000 + 15 % Bonus*
• Shift allowance of £11,000
• Shift pattern: 4 days, 4 nights, 4 off.
• Hours 7am - 7pm and 7pm - 7am.
• Based full time in our Bedford HQ
• 33 days annual leave (including bank holidays) + Birthday Day off + additional bonus bank holiday attachments.
• 5% Pension contribution
• Paid volunteer hours
• Lifestyle Benefits, Employee Assistance Programme, Life assurance, Private Medical Insurance and more.
• A Collaborative company that focuses on providing our employees and customers through the best experience.
• On site Gym and use of personal trainers.
• Job specific training provided + ongoing continuous development
• Easy and Free on-site Parking

Come join our fabulous and highly collaborative team!