IT Operations Team Graduate

Aldena Associates Ltd
Berkshire, UK
06 Aug 2019
03 Sep 2019
Contract Type
Full Time
Job Title: IT Operations Team Graduate


The IT Operations Team Graduate is a member of the highly motivated, customer-focused Service Desk Team, responsible for the provision of IT service desk and associated capabilities across the business units. The role holder is the first point of contact for all staff with an IT question or problem, and works closely with staff, the in-house IT team and 3rd party suppliers for the day-to-day provision of IT end-user support. The IT Operations Team Graduate also works with the IT Infrastructure and Change teams to assist in projects and portfolios of change, providing insight into business requirements and use of applications/services, and testing. Key measures for the role include high customer satisfaction, the achievement of service levels and smooth introduction of any systems/applications changes.

This role represents an excellent opportunity to gain a wide cross-section of IT skills and experience at the front line of a busy IT department.


Ensure the smooth running of day to day operational IT end-user services, including:
Provide first-line support for all incidents raised, logging incidents and attempting to resolve these at first line where possible, and maintaining an accurate record of actions undertaken in real-time. As required, pro-actively logging incidents as and when they arise.
Diagnose malfunctions in the operation of hardware and software and managing escalation where appropriate, collating all relevant information required for referral by means of full incident notes, including software behavior, screen shots and user comments.
Maintain ownership of the incident and communicate updates effectively with the individual who raised the incident through to closure
Review incidents to ensure these are resolved within SLA, and effectively communicate progress and status to the originator
Maintain excellent operational relationships with resolver groups
Configure and deploy hardware in line with standard builds and train new staff in best use of the hardware and basic application usage
Monitor and service network printers and ensure consumables are replaced as and where necessary
Ensure that the conference room hardware (projectors, monitors, laptops, video conferencing etc.) is available and fully operational as when requests are raised
Provide knowledge on applications and processes in use, as well as infrastructure and telephony in us
Ensure certificate renewals are undertaken so as not to impact service
Ensure the asset register is kept up to date for any software or hardware deployments or changes
Under the direction of the IT Service Desk Team Leader:
Execute test plans for application or hardware changes
Monitor and apply point/patch/security patch upgrades of client hardware and software, providing input to the Project Management Office (PMO) for all planned changes to the infrastructure/applications
Proactively support IT audit and control requirements, including own and update relevant IT service/operations procedures and first-line controls
Take part in disaster recovery testing and business continuity planning
Create and drive towards 'standard builds' for clients, ensuring consistency of implementation, standardization of the environments and alignment to IT strategic direction
Work with the IT team to document root cause analysis of major incidents and execute recommended changes
Identify any underlying IT problems and work with the IT team to resolve them and execute recommended changes
Produce process documents and instructions for all internal/external applications that require formal training - in line with the 1st Level Controls Policy
Help staff to use applications by answering their questions and giving information that facilitates correct operation of hardware and software either on-site or over the phone.
Able to cover for the IT Service Desk Analyst, providing advice on the best use of software and applications. Support the IT team in defining, implementing and continuously improving ITIL processesREPORTING:

Reports to: IT Service Desk Team Leader


This is an office-based role. Due to the nature of the role, there is a need for flexibility and the ability to adapt quickly to changes. This could include call-out and out of hours working if required. This role will represent IT in cross-functional teams on projects as and when required, and may be required to provide holiday cover for other members of the IT team.



Ability to work independently
Self-motivated with strong problem solving ability
Excellent organisational skills
Effective written and communication skills
Ability to make decisions
Demonstrable experience in some form of programming
Demonstrable high level of numeracyUseful to Have

Experience of work on a Service Desk
Database management experience, particularly SQL Server
Customer-facing experience
IT qualifications, particularly in the Microsoft stackJob Type: Full-time

Salary: £22,000.00 to £24,000.00 /year


Technical IT: 1 year (Preferred)
IT Systems: 1 year (Preferred)Education:

Bachelor's (Required)

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