IT Service Operations Analyst

Overview 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.About You – Skills & Experience Required Essential Technical Skills: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.Role ResponsibilitiesKey Responsibilities 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.

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