24/7 Operator

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!

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