IT Service Operations Analyst

The IT Service Operations Analyst - EMEA will collaborate closely with the third-party 1st line support team to provide end-user support, manage on-premise infrastructure, and administer cloud computing services. This role will play a crucial part in ensuring the smooth operation of IT services, resolving incidents, and maintaining a high level of user satisfaction., End-User Support:

• Assist end-users with hardware and software applications.
• Troubleshoot physical and virtual desktop and system issues, diagnosing and resolving hardware/software incidents and problems.

IT Service Operation:

• Participate in IT Service Operation processes, including Incident Management, Request Management, Problem Management, Change Management, and Access Management.

External Partner Collaboration:

• Collaborate with external partners, such as Managed Service Providers (MSPs) and application vendors, to manage incident, request, and change management activities.

Security Monitoring:

• Monitor IT security-related incidents and alerts, investigating, resolving, or escalating as per defined protocols using third-party tools and providers.

Infrastructure and Cloud Support:

• Provide support and operational responsibilities for on-premise infrastructure.
• Administer Microsoft 365, Azure, and cloud tools/services.
• Manage information systems, including Oracle, SharePoint, and Teams.
• Support core CAD/design applications, including Autodesk products, Rhino, and Sketchup.
• Manage Zoom video conferencing and telephony systems.

Asset Management:

• Oversee asset management activities, including laptops and mobile devices.

User Onboarding and Offboarding:

• Handle user onboarding and offboarding processes.

P1 Alert Response:

• Respond promptly to Priority 1 (P1) alerts.

Lifecycle Activities:

• Participate in other IT Service lifecycle stages, such as Service Transition and Continuous Service Improvement activities.

• Proficiency in infrastructure, server, and maintenance activities (Server 2016, 2020) and Hyper-V environments.
• Strong troubleshooting skills for infrastructure and networks.
• Networking experience, including Routers, Switches, Firewalls, and VPNs.
• Knowledge of security technologies, including Anti-Virus, Email and Web filtering, and Security Incident Event Monitoring systems.
• Demonstrable understanding of IT security and compliance.
• Desktop Support experience with Windows 10 and 11.
• Experience with Azure and Active Directory environments.
• Familiarity with O365 collaboration tools and mail.

Desirable Skills:

• Experience in macOS MacBook support and troubleshooting, including Kandji MDM platform.
• Knowledge of VMware (VDI) technology.
• Experience with Cloud Storage (Panzura).
• Familiarity with cybersecurity concepts and tools.
• Experience with event management and monitoring tools.
• Background in CAD/design applications support.
• Experience working within an Architecture/Design environment.
• "Customer first" attitude, with a commitment to delivering tasks on time and to a high standard.
• Ability to work both independently and as part of a larger team.
• Effective communication skills.
• Self-motivated and adept at problem-solving.
• Willingness to take on responsibility.

Other Requirements:

• Frequent travel to offices in the UK.
• Occasional need to work outside of normal office hours, including weekends, to support planned system maintenance activities.

What we can offer you

• Competitive salary, dependent on experience.
• Agile working with the option of three days in the studio and two working from home.
• Opportunities to learn and grow within a fast-paced, global company.
• A fun, inclusive and collaborative studio environment with an active calendar of social activities.
• 22 days annual leave with the option to buy more.
• A range of benefits including private medical/life insurance and pension.