Operations Desk Analyst

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

TNS are looking for a talented 2st line Operations Desk Analyst to join our Sheffield based Operations team, working a 24/7/365 shift pattern. As a Technical Operations Support Desk Analyst, you will be responsible for the pro-active monitoring of our managed payments services and first line fault resolution. The role requires excellent communication and problem-solving skills, as customer communication, service and availability are critical elements of the role. Being a part of the TNS FinTech division there will be opportunity to learn and develop your skills on new technologies and although previous Payment’s experience is preferred, we value enthusiasm, commitment, flexibility, and drive. If you have previous experience working in an operational environment or working on windows or UNIX based systems, then we would be interested in hearing from you.

Responsibilities

• Working within a shift pattern that provides 24/7/365 cover.
• Supporting our new Orchestration gateways within multiple AWS regions also including multiple Processing managed payment platforms.
• Provide initial point of contact for TNS gateway and managed payment customers.
• Responsible for incident management using ITIL aligned processes.
• Trouble shooting, Incident logging, tracking, escalations, and management of incidents.
• Communicating service incidents and customer enquirers to both internal and external stakeholders.
• Working assigned incident tickets until they are resolved.
• Support TNS Major Incident Management processes as an integral part of the Operations team.
• Engagement and management of 3rd party organisations in relations to incidents and problems.
• To work and escalate internally to TNS technical support teams.
• Manage the thousands of system jobs and schedules that are run daily, whilst working to strict SLA’s.
• Support TNS Change Management activities.
• Adherence to all documented policies and procedures in the support of service and service availability.
• To provide amendments or generate new work instructions into the operation.
• Provide a service desk function to all TNS Orchestration and Managed payment customers both proactively and reactively.

Qualifications

• Technical aptitude and enthusiasm to learn new systems and processes.
• Enjoy troubleshooting and all IT aspects.
• Methodical thinker with ability to diagnose problems.
• Ability to work under pressure with a professional attitude.
• Developed customer service skills.
• Happy to work shift patterns (12-hour shifts, 24/7/365 pattern).
• Solid written and verbal communication skills.
• Proficient with Microsoft Office products.

Ideally you will also possess the following, but not essential:

• Knowledge of, or previous experience using helpdesk ticketing systems.
• Incident management experience.
• Working within an AWS environment
• Knowledge of, or previous experience using monitoring software and systems.
• ITIL certification.

Who would this role fit:

• Someone with previous experience working within a helpdesk environment.
• Someone new within IT environment with IT experience, and a hunger to learn and expand their career within the Payments and IT industry.
• Someone able to logically work through issues, problems, learn, what to build new processes, and who wants to be involved within a busy operation.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.