Junior IT Operations Analyst

• 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.

• 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.
• Take ownership of customer issues through to resolution, properly managing end-user expectations.
• Providing, setting up, and managing 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.

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

• 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.

• 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.
• Organises 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.
• 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.