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Service Operations Analyst I
4 months ago
**Job Purpose**:
The Service Operations Analyst is a customer service and technical support role that involves aiding clients and end-users who are experiencing issues with their IT systems. The Service Operations Analyst is responsible for working in our ITSM system, responding to contacts, troubleshooting technical issues, and escalating to the appropriate teams for resolution when required. Additionally, they are involved in monitoring IT systems and identifying potential issues before they become major problems.
The Service Operations Analyst is a key point of contact for one or more clients and must be able to provide timely and accurate assistance. They must have a broad understanding of IT systems and be able to troubleshoot a wide range of technical issues. Excellent communication and interpersonal skills are essential, as the team will be interacting with clients and technical team members on a regular basis.
Overall, the Service Operations Analyst is a critical role that involves providing high-quality customer service and technical support to clients including monitoring and maintaining IT systems to ensure their smooth operation. Many people in this role will have the opportunity to transition into specialized engineering roles if interested.
**Essential Functions**:
Escalation to appropriate team members or leadership as necessary
Monitoring IT systems and identifying potential issues before they manifest
Excellent communication and interpersonal skills
Must be willing to partake in continuing education / professional development to stay current with industry trends and best practices
**Education**:
Two years of College or Technical School resulting in an Associate's Degree or equivalent
**Certifications, Accreditations, Licenses**:
Professional certifications, such as ITIL and/or A+ are highly desirable
**Relevant Work Experience**:
2 to 4 years in related field
**Special Knowledge, Skills and Abilities**:
Experience in customer service and technical support
Broad understanding of IT systems
Ability to identify and troubleshoot a wide range of technical issues
Experience working in a service desk or NOC environment
Knowledge of industry best practices and standards for IT service delivery, such as ITIL considered an asset
Strong communication and interpersonal skills, including the ability to effectively communicate with clients and team members
Excellent problem-solving and decision-making skills, with the ability to handle complex issues and escalate them as needed
Experience with monitoring and maintaining IT systems including network performance and identifying potential issues
A proven track record of providing high-quality customer service and technical support to clients
**Supervisory Responsibility**:
This position does not have any supervisory responsibilities
**Work Environment**:
Office environment
Must be able to work on-site within HRM
Must be able to travel 0 -- 20% within Province
Must be able to work shifts including nights / weekends
