IT Operations Analyst

Role overview

Responsibilities

• Resolve and coordinate service tickets; analyze and resolve incidents using on-site and remote support as needed.
• Procure, install, configure, test, maintain, and troubleshoot client hardware and software.
• Manage the customer experience throughout support and provide group or individual user training.
• Research technical issues and products, and work collaboratively with business support teams.

Knowledge and abilities

• Technical knowledge of client hardware and software, Windows, Office and related cloud services, Active Directory Services, systems management and deployment, protocols, operating systems, standards, and mobile devices.
• Able to understand technical documentation, research problems, solve issues, and explain ideas in customer-friendly language.
• Strong written, verbal, and interpersonal communication, customer service, organization, prioritization, and teamwork abilities.

Experience and education

• Extensive support experience with current client operating systems and applications, plus hardware such as laptops, desktops, mobile devices, and peripherals.
• Proven delivery against SLAs and service management targets; experience supporting project implementations.
• Familiarity with ITIL Service Management principles; IT procurement familiarity is preferred.
• A related IT college diploma or university degree and/or at least five years of equivalent work experience.
• Certifications and professional qualifications are desired.

Work environment

• Work may involve extended sitting, computer use, and handling or transporting moderate to heavy objects such as computers and peripherals.