Service Operations Analyst I - Toronto, Canada - OnX Canada
Description
Job Purpose:
The
Service Operations Analyst I is a customer service and technical support role that involves aiding clients and end-users who are experiencing issues with their IT systems.
The
Service Operations Analyst I is responsible for working in our ITSM system, responding to contacts, troubleshooting technical issues, and escalating to the appropriate teams for resolution when required.
The
Service Operations Analyst I is a critical role that involves providing high-quality customer service and technical support to clients including monitoring and maintaining IT systems to ensure their smooth operation.
Additionally,
Service Operations Analyst I will work onsite in a Data Centre environment and assist with device racking and unracking, including cabling.
Essential Functions:
- Escalation to appropriate team members or leadership as necessary
- Monitoring IT systems and identifying potential issues before they manifest
- Excellent communication and interpersonal skills
- Must be willing to partake in continuing education / professional development to stay current with industry trends and best practices
- Assist in racking and unracking of devices, including cabling (power, network).
- Perform regularly scheduled checks of the Facility
- Identify, plan, and implement improvements in all processes as needed
Education:
Two years of College or Technical School resulting in an Associate's Degree or equivalent
Certifications, Accreditations, Licenses:
Professional certifications, such as ITIL, CompTIA A+, and/or CompTIA Network+ are highly desirable
Relevant Work Experience:
0 to 2 years in related field
Special Knowledge, Skills and Abilities:
- Experience in customer service and/or technical support
- Broad understanding of IT systems
- Ability to identify and troubleshoot a wide range of technical issues
- Experience working in a service desk or NOC environment
- Knowledge of industry best practices and standards for IT service delivery, such as ITIL considered an asset
- Strong communication and interpersonal skills, including the ability to effectively communicate with clients and team members
- Excellent problemsolving and decisionmaking skills, with the ability to handle complex issues and escalate them as needed
- Experience with monitoring and maintaining IT systems including network performance and identifying potential issues
- A proven track record of providing highquality customer service and technical support to clients
Supervisory Responsibility:
This position does not have any supervisory responsibilities
Work Environment:
- Work onsite fulltime in an office environment within HRM
- Work in an environment where calls may be monitored or recorded
- Work in an environment that is protected by Live and Recorded camera feeds
- Must be able to work onsite within HRM Must be able to travel 0
- 20% within Province
- Must be able to work shifts including nights / weekends
- Must be able to lift up to 50 pounds
- Must be able to move safely over uneven terrain or in confined spaces
- Must be able to work outside in extreme weather for short periods of time
- Must be able to wear personal protective gear as required
- Some ability to work remotely (025%)
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