IT Operations Analyst Support Tier 1

IT Operations Analyst Support Tier 1

Overview

The Operations Support Analyst I acts as a customer advocate, triaging, and resolving issues and escalating support issues to appropriate personnel. Provides primary support to internal end users related to hardware, software and administrative issues. Works closely with Operations Support Analyst II and Staff Analyst on troubleshooting complicated support issues and technical development.

Responsibilities

• Responsible for handling user requests that come in via phone and IT service management system with white-glove customer service experience.
• Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing systems, phones, and chat for users’ various needs.
• Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner.
• Responsible for communicating plans, progress, and issues in a timely manner to appropriate personnel, including follow-up to end users.
• Responsible for recording issues using the standard ticketing system and maintaining historical records for related problem documentation.
• Troubleshoot and support proprietary software programs as well as third party software and applications.
• Troubleshoot hardware in a retail or business environment which can include but not limited to desktops, laptops, tablets, payment terminals, and store technology.
• Supports VIP level requests with elevated customer service.

Competencies:

• Customer Focus: Knowing the (internal and external) customer business needs and acting; accordingly, anticipating customer needs and giving high priority to customer satisfaction and customer service.
• Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, and responsibilities.
• Oral Communication: Shaping and expressing ideas and information in an effective manner. - Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
• Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in ones own technological area of specialty.
• Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.