MCR Operator (Service Desk), Fixed Services MCR

Details

• Location: Chiswick, London
• Reporting To: Head of Fixed Services MCR
• Hours of Work: Full Time, 12 hour shifts on both days & nights, Monday to Sunday. 

Summary of Role

Communication, drive and attention to detail at all levels from the MCR Operators are key to our success as a customer-focused provider of managed services.

The MCR Operator is responsible for carrying out a range of operational duties associated with the play-out, distribution, monitoring and routing of MCR services.

The MCR Operator works effectively with internal teams, customers and external suppliers to ensure EDM continues to deliver outstanding customer service.

This role would be suitable for someone with Service Desk operative experience and you will be required to work shifts on a rolling rota schedule pattern, including nights and weekends.

Job Purpose

Key Result Areas:

• Maintain operational standards according to agreed procedures and service level agreements
• 1st Line Support of MCR equipment and systems, taking redundancy measures or strategies to maintain service output in the event of faults or breakdowns
• Communicate fault conditions in a timely and coherent manner to staff, customers, and service suppliers. This includes escalations to management, call-out of support engineers and customer escalation as detailed in the escalation procedures
• Liaise with various service providers and external parties, providing a technical co-ordination role in service impacting situations and other emergencies
• Responsible for the implementation of short notice transmitter cover in the event of breakdowns occurring at remote sites, under agreed procedures
• Interface with the MCR Shift Supervisor to proactively identify and develop new procedures and processes to improve the operation and meet the often rapidly changing needs of the department
• Provision of day-to-day operations, services, and functions through appropriate use of scheduling, routing, automation, and monitoring systems located in the MCR Operations Room
• Control and monitoring of remote equipment at unattended sites associated with transmitter operations
• Maintain accurate logging and reporting relating to all aspects of MCR operations
• Maintain a secure working environment in line with the requirements of the EDM ITIL Policy to protect individuals, information and EDM Assets
• Ensure that EDM’s health and safety guidelines and policies are always followed.

Role Specific Skills Required:

• Excellent all-round communication skills
• Be a team player
• Service Desk experience
• Able to work well under pressure and to adhere to strict deadlines
• Very organised and accurate with high degree of attention to detail
• Willingness and ability to work unsociable hours
• Desire to expand technical knowledge within IT and broadcast systems
• Logical and analytical problem-solving skills
• Ability to analyse upcoming workloads, arranging and prioritising tasks as necessary
• Strong time-management skills
• Desire to progress career within the company and build on learned skills and abilities.

Essential Qualifications/Experience:

• Experience of working in an MCR operational environment
• Experience of working in broadcast operations and with associated technology as applied to OTT, HF broadcasting, radio, TV, satellite, internet, and multimedia
• Experienced in the operation of broadcast and IT equipment
• Have an awareness and general understanding of UNIX/Windows operating systems.

Desirable Qualifications and Experience:

• Service Desk Operator
• Knowledge of broadcast workflows and distribution of content via satellite, IP, fibre, and cloud
• Knowledge of IT processes and networking
• Knowledge of world geography and general interest in current affairs and the media
• Knowledge of OFCOM specifications and guidelines.

Benefits include:

• Competitive salary
• 25 days Annual Leave per annum (pro-rata)
• Matched up to 5% pension contributions and independent pension advice
• Medical benefits including; Eye care vouchers, Health Cash Plan, Income Protection & Life Assurance
• Cycle to Work Scheme
• Season Ticket Loan
• 6 monthly Wellness Weeks including; independent pension / financial advice, health & BMI checks, massages and flu vaccinations
• Performance Recognition Awards and many more!