ROLE SUMMARY
The ROC Operations Analyst is responsible for providing first-class digital and data service delivery, ensuring operational continuity and resolving technical issues across their assigned area. Reporting to the ROC Team Manager, the Operations Analyst acts as the first point of contact for technical support, manages service requests, and contributes to the successful implementation of IT projects. This role requires strong technical expertise, excellent problem-solving skills, and a commitment to delivering exceptional customer service.

KEY ACCOUNTABILITIES
1. Service Delivery and Support
• Incident Resolution Respond to and resolve technical incidents and service requests within agreed service levels.
• Escalation Management Escalate complex issues to the ROC Team Manager or appropriate technical teams, ensuring timely resolution.
• Monitoring and Maintenance
Proactively monitor IT systems and services, identifying and resolving potential issues before they impact operations.
• Documentation
Maintain accurate records of incidents, service requests, and resolutions in the IT service management system.

2. Operational Excellence
• Service Desk Collaboration Act as the local liaison for the Global Service Desk, ensuring alignment and continuity of service.
• Policy Adherence Ensure compliance with Merlin Technology policies and procedures in daily operations.
• Performance Metrics Track and report key performance indicators to support continuous improvement initiatives.

3. Stakeholder Engagement
•Customer Service Deliver exceptional support to internal stakeholders, maintaining strong working relationships across teams.
• Communication Provide clear and timely updates to stakeholders on the status of incidents and requests.

4. Project Support
• Project Assistance Support the implementation of local IT projects, ensuring alignment with organisational objectives and timelines.
• Testing and Deployment Assist with testing and deploying new systems, applications, and updates.

5.Continuous Improvement
• Proactive Problem-Solving Identify opportunities to improve service delivery and share recommendations with the ROC Team Manager.
• Skill Development Stay current with technology trends and participate in training to enhance technical knowledge.

EXPERIENCE AND QUALIFICATIONS
• Minimum 2+ years of experience in IT support or a similar role.
• Strong understanding of IT systems, including EUC (End User Computing), POS (Point of Sale), and network infrastructure.
• Familiarity with IT service management platforms, such as ServiceNow.
• ITIL Foundation certification or equivalent experience preferred.
• Experience in troubleshooting and resolving technical issues in a timely manner.
• Strong knowledge of IT systems and tools to resolve a wide range of technical issues.

SKILLS AND COMPETENCIES
• Problem-Solving: Analytical approach to identifying root causes and implementing effective solutions.
• Customer Service: Commitment to delivering high-quality support and maintaining positive stakeholder relationships.

• Communication: Excellent verbal and written communication skills, with the ability to effectively interact with senior leadership and employees at all levels.
• Team Collaboration: Ability to work as part of a team while also operating independently when required.
• Adaptability: Flexibility to manage changing priorities and dynamic operational demands.