IT Operations Analyst

Primarily responsible for the resolution and coordination of all Service Management tickets across assigned locations. Provides Level 1 & 2 support and liaises with specialist system support teams. Performing onsite and remote analysis, and resolution of incidents for internal customers. Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software. Provides effective management of the customer experience during the entire support process.

Responsibilities

Essential Functions & Accountabilities:

• Provide onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA’s
• While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.
• Escalate tickets in accordance with IT procedures.
• Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
• Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems. As required, analyze and highlight incident trends.
• Supports the implementation of regional and global IT projects. Increased involvement with local IT and business initiatives. Provides related incident resolution supporting service transition.
• Administers enterprise class IT systems and tools, including highly virtualized client computing environments.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members. Develop and deliver user training.
• Promotes user adherence to the organization’s IT policies.
• Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.
• Manage the client computing hardware and software lifecycles. Provides effective IT Asset Management.
• Collaborate with specialized teams supporting the client computing infrastructure and systems.
• Liaise with global third-party client computing partners. Increased involvement with local IT agreements and vendors.
• Maintain and develop professional and technical knowledge by attending educational workshops, training events, reviewing applicable technical materials.
• Participates in the IT Operations out of hours support rotation.
• As business needs dictate, works extended hours to complete daily department goals or tasks to include working mandatory overtime.