MCC: IT Operations Analyst in London

Department: Information Technology

Reporting to: IT Service Delivery Manager

Contract: Permanent

DIMENSIONS OF ROLE

Normal working hours will be from 09:00hrs to 17:00hrs, Monday to Friday (inclusive), including one-hour unpaid lunch on each day worked, making a total of 35 working hours per week. Additional hours may be required at weekends in line with MCC cricket matches and events.

KEY PURPOSE OF ROLE

To act as a first point of contact for all IT-related queries raised with the Service Desk. Take ownership of customer issues through to resolution, properly managing end-user expectations.

KEY TASKS AND ACCOUNTABILITIES

• Work with the broader IT Operations team to ensure the availability and secure operation of business applications.
• Ensure daily checks are completed, and any issues dealt with or escalated through the service delivery team lead and/or IT Service Delivery Manager.
• Ensure that service requests are handled according to agreed procedures and completed within SLAs.
• Provide assistance to end-users in a professional manner following defined escalation procedures.
• Take ownership of the end-point estate, ensuring asset inventory remains up-to-date and asset management compliance using ‘MS Intune’ / ‘MS Endpoint Manager’ / ‘Windows Defender ATP’. Training will be provided as required.
• Carefully and accurately make modifications to Active Directory, Microsoft 365 Admin Centre and other critical technology services.
• Provide and manage AV equipment for high-stakes meetings and live-stream events.

This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job profile and duties might be amended as the job evolves in light of the needs of the business and/or at the discretion of management.

VARIATIONS OF JOB RELATING TO MAJOR MATCHES

• Attendance at all major match-days, including weekends, as required.
• Any other duties, whether in the Department or elsewhere around the Ground, as required.

HEALTH AND SAFETY

• Responsible for the safety of yourself and others through adherence to MCC (and legal) safety rules and procedures.
• Report any unsafe practices, equipment or circumstances as appropriate.
• Comply fully with relevant security policies and procedures.
• Be familiar with fire procedures and evacuation procedures and be prepared to operate when/if trained as a Fire Warden.

PERSON SPECIFICATIONS – SKILLS, EXPERIENCE AND QUALIFICATIONS

Essential

• Have an excellent telephone manner and a genuine customer service-centric attitude.
• Demonstrate experience working in a customer-focused environment.
• Must be able to remain calm and focused whilst working under pressure.
• Demonstrate a genuine desire to learn and pursue a career in IT.
• Organise own work effectively, following basic operational procedures and instructions, ensuring tasks are completed accurately and on time.
• Have excellent timekeeping and natural attention to detail.
• Demonstrate a flexible approach to working hours and travel to meet and support MCC’s activities.
• Must be a team player, with an eagerness to support and assist colleagues across MCC.
• Must be a champion of team success.
• Possess a strong desire to learn and develop in relation to Networking, Cyber Security, and Cloud infrastructure.
• Have solid operational experience with Windows Operating Systems and Microsoft Office 2019 onwards.

Desirable

• A knowledge and understanding of MCC and cricket in general.
• Previous experience of working within a sporting or similar environment.
• Experience with Windows Server Operating Systems.
• Basic understanding of TCP/IP networks.
• Operational experience with Azure AD, Active Directory & Microsoft Exchange.
• Exposure to / experience with Microsoft O365.
• MS Azure administrative experience.
• Experience using Windows Autopilot and MS Intune / Endpoint Manager.
• A keen interest in infrastructure automation.

MCC is committed to being an equal opportunity employer. All qualified applicants will receive consideration without regard to race, colour, sexual orientation, gender identity, disability, national origin, religion, sex, and or other legally protected status. If you have any particular requirements in respect of the recruitment or interview process, please mention this in a covering email/letter.