JOB SUMMARY

We’re looking for an Operations Analyst to join our 24/7 Service Delivery to help us make a difference to our planet.
As our Operations Analyst – Service Delivery, the job may be suitable for hybrid working, which is where an employee works part of the week in the office and part of the week from home. This is a voluntary, non-contractual arrangement and the location advertised will be your contractual place of work.
Our opportunity is full time, 37 hours per week, based in Exeter. Our people are at the heart of what we do and we’ll do our best to agree a working pattern that works for everyone.

JOB DESCRIPTION

Joining our Met Office Service Desk, you will assist in delivering a world class customer service using our IT Service Management tool ServiceNow to manage customer interactions via phone and email. Working in this continuous changing environment, with global customers (both commercial and members of the public) you’ll tackle a range of questions, which requires you to actively listen, and have a genuine level of empathy in times of distress or frustration.
As our Operations Analyst, you’ll handle questions about weather forecasts and climate, as well as helping to manage and resolve operational IT by working closely with our IT Operations and Service Management Teams.

ESSENTIAL CRITERIA, SKILLS AND EXPERIENCE:

• An expert by nature, with experience of providing first line IT support. Evidence of working with IT processes within IT Service Management tools and developing them to improve customer experience through continual service improvement. (Lead Criteria)
• You live and breathe it, with a proven track record of problem-solving along with a customer focused mindset.
• Able to communicate effectively and empathetically, both verbally and in writing, with a diverse range of internal and external customers, including senior management.
• Able to work under own initiative and prioritise workload in a fast-paced operational environment, taking ownership of events to ensure quick customer resolutions.
• A team player with a better together ethos, able to actively listen to colleagues, respect and contribute to ideas and aim to continuously improve the way we work together.
  The panel may perform a preliminary sift of the lead criteria as indicated above.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

YOUR KEY DUTIES

• To handle first point of contact Service Desk, Weather, Climate and General Enquiries.
• Proactively managing Incidents that come into first line, including customer communications.
• Monitoring services and troubleshooting at first line, escalating higher risk INCs when needed.
• Taking ownership of the maintenance and creation of our Knowledge Base.
  This role is aligned to Operations Analyst - Government Digital and Data Profession Capability Framework (ddat-capability-framework.service.gov.uk).