IT Operations Analyst - Vision Centre

Job Title: IT Operations Analyst

Department: IT

Location: Southampton, Adanac Park

Working hours: 37.5 hours per week Monday to Friday (onsite)

Job Summary

Primarily responsible for the resolution and coordination of all Service Management tickets across assigned locations. Provides Level 1 & 2 support and liaises with specialist system support teams. Performs onsite and remote analysis and resolution of incidents for internal customers. Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software. Provides effective management of the customer experience during the entire support process.

• Provide onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA’s
• While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.
• Escalate tickets in accordance with IT procedures.
• Execute accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
• Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems. As required, analyze and highlight incident trends.
• Support the implementation of regional and global IT projects. Increase involvement with local IT and business initiatives. Provide related incident resolution supporting service transition.
• Administer enterprise class IT systems and tools, including highly virtualized client computing environments.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members. Develop and deliver user training.
• Promote user adherence to the organization’s IT policies.
• Procure, install, configure, test, maintain, and troubleshoot client computing hardware and software.
• Manage the client computing hardware and software life cycles. Provide effective IT Asset Management.
• Collaborate with specialized teams supporting the client computing infrastructure and systems.
• Liaise with global third‑party client computing partners. Increase involvement with local IT agreements and vendors.
• Maintain and develop professional and technical knowledge by attending educational workshops, training events, and reviewing applicable technical materials.
• Participate in the IT Operations out of hours support rotation.

• Excellent technical knowledge of client computing hardware and software, including Microsoft Windows, Microsoft Office (and related products/cloud services), Active Directory Services, Systems Management and Deployment.
• Working technical knowledge of current protocols, operating systems, and standards.
• Technical knowledge of mobile devices (smart phones, tablets, etc.).
• Ability to read and understand technical manuals, procedural documentation, and guides.
• Ability to conduct research into technical problems and products as required.
• Proven analytical and problem‑solving abilities.
• Strong customer service orientation, at ease liaising with all levels of the business.
• Comprehensive written, verbal, and interpersonal communication skills.
• Ability to present ideas in business and customer‑friendly language.
• Proficient in conducting group and/or individual user training.
• Ability to effectively organize, prioritize and execute tasks in a high‑pressure environment.
• Extremely team‑oriented and skilled in working within a collaborative environment.
• Ability to collaborate with resources within multiple business support teams.

• Extensive support experience with current client computing operating systems and applications.
• Familiarity with the principles of ITIL Service Management.
• Proven track record of delivering against SLAs and Service Management targets.
• Experience supporting hardware including laptops, desktops, mobile devices, peripherals, etc.
• Familiarity with IT procurement processes preferred.
• Experience of supporting project implementations.

• College diploma or university degree in a related information technology field and/or minimum 5 years equivalent work experience.
• Certifications and professional qualifications desired.

You’ll receive competitive compensation and a fantastic benefits package including a health cash plan, 25 days holiday, pension scheme, life assurance, access to our Wellness Platform, a discounted contact lens scheme, and more. We also provide access to Linked In Learning to support career development.

All suitably qualified applicants will receive equal consideration and opportunities from Cooper Vision.