Job Opportunities in Canada
October 11, 2024
OnX Canada
Brunswick
Service Operations Analyst II
Job Purpose:
The Service Operations Analyst II 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 II is responsible for working in our ITSM system, responding to contacts, troubleshooting technical issues, serving as a secondary communication focal point during critical outages and/or issues after hours or on weekends, and escalating to the appropriate teams for resolution when required. Additionally, they are involved in monitoring IT systems and identifying potential issues before they become major problems.
The Service Operations Analyst II 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. Many people in this role will have the opportunity to transition into specialized engineering roles if interested.
Essential Functions:
Two years of College or Technical School resulting in an Associate's Degree or equivalent.
Certifications, Accreditations, Licenses:
This position does not have any supervisory responsibilities.
Work Environment:
The Service Operations Analyst II 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 II is responsible for working in our ITSM system, responding to contacts, troubleshooting technical issues, serving as a secondary communication focal point during critical outages and/or issues after hours or on weekends, and escalating to the appropriate teams for resolution when required. Additionally, they are involved in monitoring IT systems and identifying potential issues before they become major problems.
The Service Operations Analyst II 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. Many people in this role will have the opportunity to transition into specialized engineering roles if interested.
Essential Functions:
- Provide customer service / technical support to multiple clients via phone, chat, email.
- Escalation to appropriate team members or leadership as necessary.
- Monitoring IT systems and identifying potential issues before they manifest.
- Serve as a secondary communication focal point during critical outages and/or issues after hours or on weekends.
- Excellent communication and interpersonal skills.
- Must be willing to partake in continuing education / professional development to stay current with industry trends and best practices.
Two years of College or Technical School resulting in an Associate's Degree or equivalent.
Certifications, Accreditations, Licenses:
- Professional certifications, such as ITIL, Comp TIA A+, and/or Comp TIA Network+ are highly desirable
- 3-7 years of related experience
- Experience in customer service and technical support.
- Broad understanding of IT systems.
- Experience leading and/or mentoring a team in a technical, customer-service-focused role.
- 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 problem-solving and decision-making 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 high-quality customer service and technical support to clients.
This position does not have any supervisory responsibilities.
Work Environment:
- Office environment
- Must be able to work on-site within Province Must be able to travel 0
- - 20% within Province
- Must be able to work shifts including nights / weekends
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