IT Operations Analyst

Job Summary

Ensure that all operational IT related service needs are delivered while following all security and compliance procedures.

Responsibilities

• Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems.
• Supports the implementation of regional and global IT projects.
• Increased involvement with local IT and business initiatives.
• Provides related incident resolution supporting service transition.
• Administers enterprise class IT systems and tools, including highly virtualized client computing environments.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members.
• Develop and deliver user training.
• Promotes user adherence to the organization’s IT policies.
• Collaborate with specialized teams supporting the client computing infrastructure and systems.
• Liaise with global third-party client computing partners.
• Increased involvement with local IT agreements and vendors.
• Provides onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA’s While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.
• Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.
• Manage the client computing hardware and software lifecycles.
• Provides effective IT Asset Management.
• Escalate tickets in accordance with IT procedures.
• Maintain and develop professional and technical knowledge by attending educational workshops, training events, reviewing applicable technical materials.
• Participates in the IT Operations out of hours support rotation.
• Travel Requirements: Occasional travel to other sites (

Qualifications

• Excellent technical knowledge of client computing hardware and software, including Microsoft Windows, Microsoft Office (and related products/cloud services), Active Directory Services, Systems Management and Deployment.
• Working technical knowledge of current protocols, operating systems, and standards.
• Technical knowledge of mobile devices (smart phones, tablets, etc.).
• Ability to read and understand technical manuals, procedural documentation, and guides.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation, at ease liaising with all levels of the business.
• Comprehensive written, verbal, and interpersonal communication skills.
• Ability to present ideas in business and customer-friendly language.
• Proven track record of delivering against SLAs and Service Management targets.
• Experience supporting hardware including laptops, desktops, mobile devices, peripherals etc.
• Familiarity with IT procurement processes preferred.

Education

College diploma or university degree in a related information technology field and/or minimum 5 years equivalent work experience.

Experience

• Extensive support experience with current client computing operating systems and applications.
• Familiarity with the principles of ITIL Service Management.
• Experience supporting project implementations.