Service Operations Specialist

3 weeks ago

Montreal, Quebec, Canada Sony Pictures Imageworks Full time

Responsibilities

Support the effective operation of our systems and infrastructure by providing technical assistance and troubleshooting expertise.

  • Respond to service requests and provide information to enable fulfilment.
  • Allocate unresolved issues as appropriate and maintain accurate records.
  • Advise relevant teams and stakeholders of actions taken and progress made.
  • Contribute to the development of standards and procedures for support and incident management.
  • Engage with team members and production staff on technical issues and requirements.

Incident Management

  • Identify, register, and categorise incidents using agreed procedures.
  • Gather information to enable incident resolution and allocate incidents as appropriate.
  • Prioritise and diagnose incidents, investigating causes and seeking resolution.
  • Escalate unresolved incidents and facilitate recovery following resolution.
  • Document and close resolved incidents and contribute to the improvement of incident management procedures.

Systems Installation and Removal

  • Install or remove hardware and/or software using standard procedures and tools.
  • Test installations, correct problems, and document results using diagnostic tools.
  • Record details of all components installed and removed and assist users as needed.
  • Document and report on work done and provide knowledge or assistance as required.
  • Collaborate with team members on installation and maintenance of equipment in meeting and review spaces.

Network Support

  • Assist in the investigation and resolution of network problems.

Application Support

  • Assist in the investigation and resolution of issues relating to applications.

Security Operations

  • Respond to routine requests for security support and maintain accurate records.
  • Assist in the investigation and resolution of issues relating to access controls and security systems.

Knowledge Management

  • Maintain knowledge management systems and content to meet business needs.
  • Support others to enable them to complete knowledge management activities and form knowledge management habits.
  • Report on the progress of knowledge management activities.

Asset Management

  • Apply tools, techniques, and processes to create and maintain an accurate asset register.
  • Produce reports and analysis to support asset management activities and aid decision-making.

Personal Qualities

  • Excellent communication and interpersonal skills with ability to work collaboratively with diverse teams.
  • Highly organised with strong attention to detail and ability to work independently.
  • Fluency in English and French languages is an asset.

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