IT Operations Coordinator

5 days ago

St John's, Newfoundland and Labrador, Canada Cooke Inc. Full time

About the Role:

Cooke Inc. is seeking a highly organized and proactive IT Operations Coordinator to join our dynamic team. The successful candidate will be responsible for managing the flow of IT service requests, incidents, escalations, and project resource requests.

Key Responsibilities:

  • Incident and Request Management:Prioritize and assign incoming IT Operational requests and incidents based on urgency and impact.Ensure timely acknowledgment and resolution of requests and incidents.Monitor the status of incidents and requests, ensuring adherence to SLAs (Service Level Agreements).
  • Escalation Management:Handle escalations promptly and efficiently, coordinating with relevant IT teams to action and resolve issues.Act as the primary point of contact for escalated incidents, ensuring stakeholders are informed of progress and resolution.
  • Collaboration and Communication:Work closely with IT operational teams, ensuring timely, effective communication and collaboration.Facilitate regular team meetings (including daily scrums) to discuss ongoing issues, challenges, and process improvements.Serve as a liaison between end-users and IT teams, ensuring clear and concise communication.
  • Reporting and Documentation:Generate and distribute regular management reports on incident trends, SLA compliance, and team performance.Maintain accurate records of incidents, service/project requests, and resolutions in the ITSM (IT Service Management) system.Develop and update documentation for processes, procedures, and best practices working closely with our Knowledge Analyst.
  • Continuous Improvement:Identify areas for process improvement and recommend solutions to enhance the efficiency and effectiveness of IT operations.Participate in the development and implementation of new IT support tools and technologies.

Requirements:

  • Education:Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Experience:Minimum of 2-3 years of experience in IT support and/or coordination roles.Experience with ITSM systems and tools (e.g., ServiceNow, Jira).
  • Skills and Abilities:Strong organizational and multitasking abilities.Excellent communication and interpersonal skills.Ability to prioritize tasks effectively under pressure.Proficiency in generating and analyzing reports.Familiarity with ITIL framework and best practices is a plus.

Why Cooke Inc.?

Cooke Inc. is a company that rewards initiative, resourcefulness, and work ethic. We will champion your growth and provide you with the platform to create your path, your career, and your future.

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