Operations Lead

Job Summary

As a Level 2 Service Request Analyst, you will be responsible for managing service requests from internal or external customers. You will play a crucial role in providing technical assistance, troubleshooting issues, and ensuring timely resolution of incidents. Your excellent communication skills and business application and process expertise will be instrumental in delivering high-quality customer support and maintaining customer satisfaction.

PriMARY Duties & Responsibilities

• Receive and prioritize service requests from customers through a ticketing system.
• Analyze service requests to understand the nature of the problem and gather all necessary information from the customer.
• Provide prompt and accurate responses to service requests, ensuring adherence to agreed-upon service levels and response timeframes.
• Troubleshoot and diagnose technical issues by utilizing available resources, documentation, and knowledge bases.
• Collaborate with other teams, such as level 3 support or technical specialists, to resolve complex or escalated service requests.
• Escalate unresolved service requests to the appropriate teams or personnel, ensuring proper handoff and follow-up.
• Keep customers informed about the status and progress of their service requests through regular updates and effective communication.
• Document all actions taken, solutions provided, and relevant information in the ticketing system or knowledge base.
• Continuously update and maintain knowledge base articles and documentation to facilitate faster issue resolution and improve overall efficiency.
• Identify opportunities for process improvements and provide recommendations to enhance service request management.
• Conduct post-resolution follow-ups to ensure customer satisfaction and identify any additional support needs.

Required Skills

Knowledge, Skills, & Abilities

• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
• Proven experience in a business analysis or support role, preferably as a Level 2 or above support analyst.
• Strong analytical and problem-solving skills with the ability to troubleshoot and diagnose technical issues effectively.
• Proficiency in using ticketing systems and other support tools to manage and track service requests.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
• Demonstrated customer service orientation with a focus on delivering high-quality support and achieving customer satisfaction.
• Ability to work well in a team environment and collaborate with cross-functional teams to resolve complex issues.
• Detail-oriented with excellent organizational and time management skills to prioritize and manage multiple service requests simultaneously.
• Familiarity with ITIL (Information Technology Infrastructure Library) or similar IT service management frameworks is a plus.

Required Experience

Education & Work Experience required

• 3+ years of IT application support or analysis experience
• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
• Successful history of accomplishments in a team environment

Qualifications:

Knowledge, Skills, & Abilities

• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
• Proven experience in a business analysis or support role, preferably as a Level 2 or above support analyst.
• Strong analytical and problem-solving skills with the ability to troubleshoot and diagnose technical issues effectively.
• Proficiency in using ticketing systems and other support tools to manage and track service requests.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
• Demonstrated customer service orientation with a focus on delivering high-quality support and achieving customer satisfaction.
• Ability to work well in a team environment and collaborate with cross-functional teams to resolve complex issues.
• Detail-oriented with excellent organizational and time management skills to prioritize and manage multiple service requests simultaneously.
• Familiarity with ITIL (Information Technology Infrastructure Library) or similar IT service management frameworks is a plus.