Operation Coordinator

Position Description:

Impellam Technology Operations Analyst

Position Objective:

The Technology Operations Analyst (Junior) supports the day-to-day operation of Impellams Vendor Management Systems (VMS) by handling lower complexity, repeatable system requests and incidents under the guidance of senior team members.

The role focuses on accurate ticket handling, clear customer communication, learning VMS workflows, and developing technical capability across supported systems. This position provides a structured development pathway into the Technology Operations Specialist role.

Key Responsibilities & Overview:

Ticket Management & First-Line Support:

• Provide first-line support to MSP programmes and internal departments across supported VMS platforms (e.g. Cnet, SAP Fieldglass, Beeline, Workday VNDLY).
• Log, triage, categorise and resolve tickets using the ticketing system in line with documented processes and SLAs.
• Resolve repeatable, lower complexity issues using approved SOPs and knowledge articles.
• Gather relevant information from users to enable efficient resolution or escalation.
• Escalate issues that fall outside defined scope to senior team members in a timely manner.

Customer Service & Communication:

• Communicate clearly and professionally with customers via tickets, email and, where required, phone calls.
• Provide clear explanations when resolving tickets and ensure users understand next steps.
• Maintain a professional, customer focused tone in all written and verbal communication.

System & Process Support:

• Perform routine system administration tasks where authorised, in line with documented procedures.
• Follow change and access control processes and seek approval for any actions outside defined authority.
• Support system testing activities for changes or releases as directed by senior team members.

Documentation & Knowledge Management:

• Create and maintain SOPs, user guides, and supporting documentation for repeatable processes.
• Identify gaps or inaccuracies in existing documentation and recommend improvements.
• Assist with the creation of screenshots, demos, and simple training materials.

Learning & Development:

• Develop working knowledge of supported VMS platforms and associated workflows.
• Shadow senior team members on more complex issues to build technical understanding.
• Actively participate in training, coaching, and development activities.
• Work towards increased responsibility and capability aligned to progression into a Technology Operations Specialist role.

Continuous Improvement:

• Identify recurring issues or ticket trends and raise suggestions to reduce ticket volumes or improve processes.
• Contribute ideas to improve efficiency, accuracy, and customer experience.

SLA & Quality Requirements:

• Ensure tickets are responded to and progressed within agreed SLAs.
• Follow quality standards for ticket resolution, documentation, and customer communication.
• Adhere to testing and validation requirements for any assigned system activities.

Workplace Health, Safety, and Environmental Compliance:

At Impellam, it is our moral obligation to safeguard each other, our customers, our temporary workforce, and the environment by operating an injury free, healthy workplace that minimises our environmental impact.

You will meet our HSE obligations by committing to:

• Seeking to prevent injury to any employee, customer, worker, or contractor.
• Actively participating in and completing compliance training as required.
• Considering the health, safety, and environmental implications of decisions.

Education and Qualifications:

Essential:

• A strong interest in technology, systems, or operations.

Desirable:

• Experience in a helpdesk, service desk, or customer support environment.
• Exposure to recruitment, MSP, or contingent workforce environments.
• Awareness of ticketing systems or structured support processes.

Work Experience and Attributes:

• Strong attention to detail and ability to follow defined processes.
• Clear written and verbal communication skills.
• Strong organisational and time management skills.
• Willingness to learn and develop technical capability.
• Comfortable using core Microsoft Office products (Excel, Outlook, Word).
• Professional, customer focused approach.

This job description describes the principal purpose and main elements of the role. It is a guide to the nature and main duties as they currently exist but is not intended as a wholly comprehensive or permanent schedule and is not a contractual document. This document may be amended to meet the changing needs of the business.