IT Operations Analyst I
Role Overview
Provides technology-based customer service support and first-level analysis to resolve end-user incidents and issues within established timeframes.
Key Skills for This Role
Full Job Posting
Work location and hours
- Work location is Dieppe, New Brunswick, Canada.
- The role lists 37.5 hours.
Pay details
- The listed base pay range is $45,300–$63,900 CAD; no pay cadence is stated.
Role overview
Provides technology-based customer service support and first-level analysis to resolve end-user incidents and issues within established timeframes.
Customer and service responsibilities
- Provide courteous, efficient customer service and resolve inquiries, problems, and issues promptly.
- Monitor application and technology availability; identify, resolve, or escalate service delivery issues.
- Maintain knowledge of support tools, procedures, technology components, applications, and business services.
- Prioritize work by service availability impact, coordinate problem resolution and changes, and provide timely issue updates.
- Act as an information source for colleagues, business partners, and clients.
Standards and team responsibilities
- Maintain accurate reports and documentation and follow established procedures, technology standards, and disaster and business recovery plans.
- Maintain a secure work environment and follow notification and escalation processes.
- Communicate service issues and scheduled changes, support knowledge transfer, and help resolve critical service issues.
- Recommend process and operational efficiency improvements and comply with technology delivery and project management practices.
Education
- Requires an undergraduate degree or technical certificate.
Role scope
Investigates issues beyond the employee’s own area of knowledge, applies a broad business focus, and adapts assistance to the caller’s knowledge.
Makes independent decisions within generally defined parameters and generally reports to a Team Manager.
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