It Operations Analyst Job Description Template
Our company is looking for a It Operations Analyst to join our team.
Responsibilities:
- Primary contact for internal and external customers and vendors for IT related issues and initiatives;
- Managing the intake process for IT related requests and escalations;
- Managing the delivery of internal and external system level communications;
- Administration of operational processes and procedures;
- Assist in the continuous growth and maintenance of the Service Desk knowledgebase;
- Performing preliminary analysis & technical troubleshooting;
- Provide input of Service Desk tools to continuously increase efficiencies;
- Reviewing customer incident reports;
- Coordinating incident follow-up activities & reporting;
- Providing on call support;
- Work directly with external customers providing IT support;
- Generating, analyzing and presenting regularly scheduled system and ad-hoc reports.
Requirements:
- Prior experience working in an IT support or operations environment;
- Demonstrated experience providing superior customer service;
- Positive, professional image;
- Strong written and verbal communication capabilities;
- Must be a self-starter, highly motivated and possess a strong work ethic;
- Bachelor’s degree, focused on MIS, Computer Science and or Engineering, Operational Research, Data Management;
- Prior experience in a Business Systems Analysis a plus;
- Flexible and able to function in a “hands-on” environment;
- High energy and enthusiasm along with a high attention to detail;
- Ability to lead and facilitate collaboration when working with other areas of the company;
- Software development life cycle experience a plus;
- Strong MS Office skills, focused on Excel, Power BI;
- IT Project Management experience;
- network operations and administration;
- support VoIP telephone systems, preferably ShoreTel/Mitel.