2nd Line Support Analyst

Liverpool, England, gb

Role Overview Operations Bridge Analyst Permanent Skyways Hub, Liverpool Working on 10-week shift patterns Competitive Salary + Great Benefits Here at Yodel, we deliver more than just parcels we deliver a great experience when it comes to your career too. We have a great opportunity for an experienced Operations Bridge Analyst to join our award-winning IT team based at our head office in Liverpool. We are looking for a highly organised Operations Bridge Analyst who can work a 24 7 shift pattern including night and weekend shift duties. What you'll be doing As an Operations Bridge Analyst, you will be the first point of contact for proactive monitoring Alerts and Incidents via the ITSM tool. You will receive phone calls and emails from IT users, Clients & 3rd party suppliers in line with the Incident Management process. You will carry out proactive monitoring of IT services and infrastructure using prescribed tools and technologies and manage monitoring alerts and events in line with the Incident Management process. In addition, you will be responsible for the below duties: Prompt and precise troubleshooting and management of tickets in line with the Incident Management process; including requests, in-house software, hardware, operating system & applications controlling communication to the user(s) Escalate and communicate unresolved tickets to the appropriate resolver team and/or 3rd Party where applicable for diagnostics/resolution and control communication to user(s) Prompt alerting of any system issues to the resolver team(s), Incident Manager or Line Manager for issues is vital for a quick diagnosis and resolution to reduce Business impact Support the IT Change Manager to ensure all raised changes are logged correctly and kept up to date Provide out-of-hours and overflow support for the IT Service Desk. What you need to show us The successful Operations Bridge Analyst will have proven IT Support experience in an IT Service Management or Operations or technical support or IT Operations environment. You will have strong stakeholder management skills with strong communication and negotiating skills. You will also need to possess the following skills/experience: Experience working with 3rd party support organisations In depth knowledge of current and legacy IT technologies and infrastructures Demonstrable understanding of Continual Service Improvement Experience of building and maintaining good working relationships with members of other IT support and development teams Experience in a busy environment where it was necessary to be able to prioritise a range of different tasks, managing own time whilst working to achieve targets and deadlines ITIL qualified to Foundation Level or equivalent is desirable but not essential Experience managing Major Incidents in and out of hours. Why work with us This is a fantastic role for an enthusiastic Operations Bridge Analyst looking to work with innovative technologies. The successful candidate will receive the following great benefits: Competitive remuneration package Mixture of office and home working Private Medical Insurance Business casual dress code Free personal & professional development courses Pension Scheme Up to 25% discount on Very.co.uk 31 days holiday including bank holidays Free parking On-site modern gym facilities (includes many classes per week including HIIT and yoga) In the office you will have access to Costa, Juice bar, Starbucks and restaurant. Dedicated wellness initiatives that support your wellbeing, ranging from our 24-hour employee assistance programme to subsidised gym membership.