At Davies, we rely on our IT systems to power the solutions that help consumers around the world. We’re seeking an experienced IT support person to join us on this journey, using their technology skills to make us even more efficient. In this role, the support person will oversee IT systems and assets, assist with upgrades and fixes, and provide training and support as needed.

Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issues Provides on-call support to Davies colleagues, with 50% of the role dedicated to voice support (both inbound and outbound). Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions Manage business communications relating to your service(s) throughout the lifecycle of any issue Coordinate and facilitate Major Incidents relating to your service(s) Continually review and maintain all service-related knowledge to ensure it accurately reflects processes, procedures and technologies, thereby helping in the prevention of tickets Facilitate a seamless transition of any changes relating to their service(s). This involves ensuring minimal disruption to the user experience while also effectively embedding the knowledge and expertise within the teams into the operational processes 3+ Year Experience Be a good problem solver with proven ability to diagnose and resolve issues.

Have good analytical skills, be methodical and accurate and show great attention to detail. Have excellent verbal and written communication skills with the ability to articulate complex ideas in a clear and concise manner.

Service Operations Analyst