- Monitor and manage resolver group queue stacks ensuring that the SLA clocks do not expire, tickets are continually updated with progress and/or are appropriately escalated (functional escalation) between resolver groups;
- Perform in-depth technical investigation, diagnosis and resolution of incidents and service requests that could not be resolved by Service Desk Analysts;
- Assist other teams, as directed, to control and manage service issues, problems and incidents.
- Monitor and administer the Service Desk mailbox, phones and monitoring screens, logging and recording all interactions, incidents and service request tickets ensuring they are accurately raised, categorised and prioritised
Back to searchOperations Analyst
Jumar Solutions
Posted 11 hours ago, valid for 23 days
Milton Keynes, Buckinghamshire MK10 9QA
£28,000 - £33,600 per annum
Full Time
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Sonic Summary
- The OCC Operations Analyst position requires a DV clearance and is based on-site in Milton Keynes.
- This 6-month role involves monitoring resolver group queues, ensuring SLA compliance, and escalating issues as necessary.
- Candidates should have experience in performing technical investigations and resolving incidents that exceed Service Desk capabilities.
- Responsibilities also include managing the Service Desk mailbox and ensuring accurate logging and categorization of tickets.
- The job is open to DV cleared professionals, though specific salary information and years of experience required are not provided in the listing.
