Operations Analyst

Location: Hybrid, with a minimum of 2 days per week in the Onefile offices in Manchester, United Kingdom. Shifts cover 8:00am–10:30pm; home working is available when working until 10:30pm.

Salary: £26,000 per year + shift allowance.

Company

Onefile, a hirify.global company, provides a learner management platform and ePortfolio software for education and training providers, supporting more than 650 organisations and 2.3 million educators and learners.

What you will do

• Provide first-line customer support through email, support tickets, calls, and live chat.
• Prioritise, manage, troubleshoot, and resolve customer enquiries according to impact, urgency, duration, and sensitivity.
• Triage requests, escalate issues when necessary, and manage customer expectations.
• Work with the Technology team to resolve escalated product and software issues.
• Create and maintain user guides, help articles, videos, and other supporting materials.
• Manage office supplies and provide administrative support.

Requirements

• Bachelor’s degree in Business Administration, IT, or relevant experience.
• Proven experience in administrative roles or customer support.
• Knowledge of general IT and software, with advanced troubleshooting skills.
• Experience managing support tickets, ideally IT support tickets.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Excellent written and verbal communication, a strong customer service ethos, and a positive professional manner.
• Proven organisational and multitasking abilities, with the ability to work independently and as part of a team.
• Ability to adapt to a fast-paced and dynamic work environment.
• Ability to participate in a rotational rota covering the IT support hours required by overseas clients.

Culture & Benefits

• Full-time, permanent employment with hybrid working.
• Shifts may run until 10:30pm, with additional pay for the late shift.
• 25 days of holiday and 5 personal days.
• £325 annual Lifestyle Reward, pro rata.
• Private medical and dental care, plus an Employee Share Ownership Plan.
• UK employee benefits programme.

Hiring process

• The process includes interviews and may also include a written exercise, assessment day, and/or presentation.
• Applicants should state any adjustments or additional support required before or during an interview.