Service Operations Analyst I

at  OnX Canada

Job Purpose:
The Service Operations Analyst I 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 I is responsible for working in our ITSM system, responding to contacts, troubleshooting technical issues, 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 I 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.
Additionally, Service Operations Analyst I will work onsite in a Data Centre environment and assist with device racking and unracking, including cabling. They are responsible for regular checks of Building Management Systems which includes physical walkabouts of the Facility.

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
• Excellent communication and interpersonal skills
• Must be willing to partake in continuing education / professional development to stay current with industry trends and best practices
• Assist in racking and unracking of devices, including cabling (power, network).
• Perform regularly scheduled checks of the Facility
• Identify, plan, and implement improvements in all processes as needed

Education:
Two years of College or Technical School resulting in an Associate’s Degree or equivalent
Certifications, Accreditations, Licenses:
Professional certifications, such as ITIL, CompTIA A+, and/or CompTIA Network+ are highly desirable

RELEVANT WORK EXPERIENCE:

0 to 2 years in related field

Special Knowledge, Skills and Abilities:

• Experience in customer service and/or technical support
• Broad understanding of IT systems
• 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

Supervisory Responsibility:
This position does not have any supervisory responsibilities

Work Environment:

• Work onsite full-time in an office environment within HRM
• Work in an environment where calls may be monitored or recorded
• Work in an environment that is protected by Live and Recorded camera feeds
• Must be able to work on-site within HRMMust be able to travel 0
• 
  
• 20% within Province

• Must be able to work shifts including nights / weekends
• Must be able to lift up to 50 pounds
• Must be able to move safely over uneven terrain or in confined spaces
• Must be able to work outside in extreme weather for short periods of time
• Must be able to wear personal protective gear as required
• Some ability to work remotely (0-25%)

• 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
• Excellent communication and interpersonal skills
• Must be willing to partake in continuing education / professional development to stay current with industry trends and best practices
• Assist in racking and unracking of devices, including cabling (power, network).
• Perform regularly scheduled checks of the Facility
• Identify, plan, and implement improvements in all processes as neede