Service Operations Analyst I

2 weeks ago

Halifax, Canada Cincinnati Bell Full time

**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

**About Us**
- OnX Canada is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. From unified communications to cloud services and beyond, OnX combines deep technical expertise with a full suite of flexible technology solutions that drive business outcomes, improve operational efficiency, mitigate risk, and reduce costs for its clients. OnX simplifies IT and Communications strategies with local knowledge and support for Canadian organizations. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. OnX offers an amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

**Location(s)**

Halifax, NS; Canada - Ontario

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