Operations Centre Analyst

Job Title:

Operations Centre Analyst

Location:

Portsmouth

Working Hours:

The working hours are from 7 am to 3 pm, Monday to Friday, with occasional shift coverage as needed.

• Work closely with team members to support daily operations and tasks.
• Help identify, prioritize, and respond to incidents and issues in a timely manner, following clear procedures.
• Use service management tools to log and update incidents, ensuring information is accurate throughout the process.
• Monitor servers and systems to spot and respond to any issues, using event management tools.
• Assist specialist teams with resolving technical problems.
• Follow set processes and guidelines to fix incidents and problems.
• Provide updates on ongoing incidents, keeping everyone informed.
• Contribute to updating knowledge articles, helping improve the service desk's efficiency.
• Help generate reports using data from the service management system.
• Support software rebuilds or deployments following system failures.
• Help with software configuration and deployment tasks.
• Occasionally support shift work and be flexible with shift coverage when needed.
• Assist the Senior Operations Engineer with various tasks, ensuring processes are followed and incidents are handled effectively.
• Work on improving service quality by reviewing incidents and making suggestions for improvements.
• Be proactive in learning new technical skills and knowledge from colleagues.
• Demonstrate reliability, a strong commitment to the role and maintain excellent timekeeping.

• Previous experience in customer‑facing roles, ideally in technical support or service desk environments, demonstrating a willingness to help solve problems and improve customer satisfaction.
• Demonstrates a proactive approach to challenges and can adapt quickly to new situations and technologies.
• Enthusiasm to learn and grow within the IT field, with a willingness to take on new responsibilities and develop new skills.
• Ability to identify simple ways to improve current processes and a willingness to suggest improvements.
• Strong attention to detail with a growing ability to analyse and solve technical issues.
• Comfortable learning new systems, applications, and tools that may not have been used in previous roles.

BPSS clearance required.