It Operations Analyst

It Operations Analyst Job Description Template

Our company is looking for a It Operations Analyst to join our team.


  • 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.


  • 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.