IT Service Operations Analyst

About the role

The IT Service Operations Analyst provides direct technical support and customer service for all Rooms To Go end users and external parties accessing the Rooms To Go IT environment. This position requires technical competency to support multiple enterprise operating systems, hardware platforms and software. The Analyst will act as a Level 2 / Level 3 escalation point for the Service Operations team. Focus will be on Event and Security monitoring and resolution, in a Network Security Operations Center. The Analyst will be part of a team responsible for the Access, Change, Event, Incident, Knowledge, Request and Problem Management functions and will provide operational input for the Rooms To Go IT team.

Responsibilities

• Proactively monitor infrastructure and security events, responding appropriately, utilizing runbooks.
• Drive resolution during high/major Incidents and/or CSIRT events, by troubleshooting, escalating appropriately, recording a timeline and sending notifications.
• Act as second or third tier escalation for the Service Desk Analysts to quickly respond to Network and Security events.
• Perform health checks to ensure the availability of business services.
• Utilize, and participate in the creation of, Knowledge Base articles.
• Provide Request Management by receiving, logging, and managing end users' requests.
• Cover the Service Desk phones during night shift hours. Act as the first point of contact for phone calls, IMs, and emails from all RTG end users and external parties, regarding IT issues and queries.
• Provide excellent customer service by ensuring support services are delivered to meet customer business needs and expectations.
• Respond to the organization's changing business requirements by adapting to changes and procedures as set forth by management.
• Troubleshoot network issues to resolution or escalation, collaborating with other IT and business partners as needed, including vendor escalation.
• Troubleshoot all RTG hardware and device issues to resolution or escalation as needed, including laptops, desktops, thin clients, tablets, monitors, VoIP phones, battery backups, printers and mobile devices.
• Troubleshoot various 3rd party software and internally developed applications to resolution or escalation.
• Be flexible for schedule changes based on the needs of the business.
• Provide training and mentoring to Level 1 and Level 2 Service Desk Analysts.
• Proactively monitor for trending of potential issues, via the Service Desk ticketing system.
• Assist in assigned project-based tasks.
• Participate in IT meetings, providing leadership when appropriate.
• Participate in the On call rotation schedule.
• Adhere to all established IT Service Desk processes, procedures and standards, following the ITIL-based processes.
• Change Management -- Create and update Change tickets for end users, business partners and vendors. Send associated notifications.
• Event Management -- Create and escalate tickets for identified event alarms of service interruptions.
• Incident Management (SEV1) -- Facilitate service restoration of high-impacting Incidents by leading conference bridges, including paging and sending notifications. Create an event timeline and subsequent Problem ticket.
• Incident Management -- Produce highly accurate, sufficiently detailed Incident tickets.
• Knowledge Base Documentation and Articles - Responsible to maintain, update, create and publish articles.
• Request Management -- Produce highly accurate, sufficiently detailed Request tickets.
• Continual Service Improvement -- Propose improvements to established processes and procedures
• Act as the centralized point of contact for phone calls, IMs, and emails from all RTG locations and business units regarding IT issues and queries.
• Provide Tier II level end user support.

Requirements

Two or more (2+) years of professional work experience in IT support or technology team.

Qualifications

• Bachelor's degree in Computer Science or Information Systems, or an equivalent combination of education and 2 years minimum Service Desk or NOC/SOC experience.
• Preferred formal training and/or certification in: ITIL v3 Foundation, Security+, Network+, or CCNA.

Skills

• Event Monitoring
• Security Operations
• Incident Management
• IT Service Desk and/or Help Desk processes
• Citrix Environment
• Local Area Networks, TCP/IP, Wireless technology
• Microsoft Office products
• Remote Desktop and VPN for assisting remote users
• Troubleshooting laptops, desktops, tablets, printers, phones, thin client devices, and mobile devices
• VoIP systems
• Windows Desktop OS, Mac OS
• Change Management – Creation of tickets, Change Calendar maintenance, notification process
• ITIL Concepts and Termin