Service Operations Analyst

🔥 12 hours ago

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The Missing Link

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1997

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

Cybersecurity • Enterprise • SaaS

The Missing Link is a comprehensive IT solutions provider that focuses on IT infrastructure, cloud services, cybersecurity, and robotic process automation. With expertise in public, private, and hybrid cloud environments, they offer a full range of services including managed IT, networking, and data protection. Their cybersecurity solutions encompass managed security services, vulnerability management, and security awareness training, while their automation services aim to streamline business processes using AI and digital tools. The company prides itself on its inclusive culture and diverse team, and it is dedicated to helping businesses achieve their goals through effective technology solutions.

📋 Description

• Provide Level 1 technical support by resolving incidents, fulfilling service requests and delivering timely outcomes in line with documented processes and SLAs. • Manage operational support activities including user onboarding and offboarding, mailbox administration, access requests and other customer service tasks. • Triage, prioritise and escalate tickets based on urgency, impact, customer priority and team capacity. • Maintain accurate ticket updates, documentation and time recording while ensuring all customer communications are captured correctly. • Work closely with customers and internal teams to deliver excellent service, contribute to knowledge sharing and support continuous improvement initiatives.

🎯 Requirements

• Minimum 3 years' professional work experience, with a minimum of 1 year of experience within the IT industry. • Previous MSP or cloud services experience is highly regarded. • Experience providing technical support within a service desk or service operations environment. • Experience managing user administration, access requests and operational support activities. • Microsoft Certifications • ITIL Foundation Certification

🏖️ Benefits

• Support to grow - structured onboarding, mentoring, and career development • Flexibility - hybrid working and the tools to do your best work anywhere • A respected name - we've got the creds, the awards, and the backing of Infosys • A place where you are seen - we celebrate wins, recognise effort and value diverse perspectives • Events, training, team days - because connection fuels success