By using this site, you agree that we may store and access cookies on your device. You can find out more and set your own preferences here.
We are looking for an ambitious Operations Administration Assistant, to work alongside our busy customer facing and ITIL aligned IT Service Desk Support Team.
Reporting to the Operations Administration team leader, the role of Operations Administration Assistant is a vital to our overall service support strategy and will require strict adherence to our service management policy, process and procedure. As a key member of the team you will be required to ensure our internal practices are as effective as possible and actively advise on service improvements wherever necessary.
The successful candidate will be required to:
Produce detailed and accurate customer reports, monitoring a number of technologies, covering back up success, environmental infrastructure checks and other KPI's of system health & performance.
Interpret data within reports & identify issues
Raise timely & accurate support tickets for internal and external technical teams to progress
Flag up repeat instances of issues, to reduce impact and drive efficiencies
Locate and define new process improvement opportunities
Ensure report delivery meets customer SLA
To take pride in the services you deliver and the reputation of PAV i.t support services.
Where required, access customer documentation, systems and services to investigate service incidents and problems in line with PAV i.t services policy and procedure as defined within the staff handbook.
Raise deficiencies in process and procedure with the Service Operations Manager as soon practicably possible.
In the context of the above, a significant number of your tasks will be urgent. You will be required to ensure we are working on the right things at the right time, any potentially negative customer service incidents must be escalated to the Service Operations Manager in the first instance.
Customer facing experience in the delivery and support of reports.
Working with and supporting different size organisations and customers with varying degrees of technical skill and ability.
Experience of using IT service management support tools such as AutoTask, AEM and SharePoint services.
Knowledge of ITIL best practice for managing incident, problem, and change
Great customer communication and documentation skills
To ensure all support calls are logged, categorised and documented, in order to ensure we provide the best possible service to our customers.
You will be required to work Monday to Friday, 37.5 hours per week with a one-hour lunch break, on a shift rotation of either 8am – 4.30pm or 9.30am to 6pm. Please note that the working day on Friday is 30 minutes shorter.