IT Operations Support Specialist

IT Operations Support Specialist

KEY RESPONSIBILTIES AND ACCOUNTABILITIES

• Supports IT customer service relationship between the operating departments of the business and the core IT teams including the escalation of customer support issues as needed.

• Review of Service Desk tickets to identify recurring issues and/or solution gaps that require further attention.

• Create and ensure useful and understandable knowledge-based articles (KB’s) are created and reviewed.

• Provide mentoring, guidance, and training for members of the IT Team and other departments.

• Encourage and actively collaborate with all members of the IT Department.

• Interact and liaise with management and other Third-Party Stakeholders, such as Auditors, to discuss and follow-up ideas and issues aimed at improving the provision of IT services and support as it relates to the IT Operations Team’s scope of responsibilities.

• Assist the IT Team Lead Operations Support in evaluating, recommending, and implementing improvements to the IT Operations Support function and its related processes to ensure continuous sustainable improvement.

• Assist the IT Team Lead Operations Support in the development and adherence to IT Operations Support Service Level Agreements based on OKR/KPIs and other department goals and objectives.

• Participate in projects and initiatives as required.

• Ensure execution and continually improve quality assurance testing for the consistency of issue resolutions and service requests and for new or revised solutions provisioned by the core IT teams with respect to project initiatives undertaken. • Participate in root cause analysis to obtain long term solutions to improve customer support quality

• Assist the IT Team Lead Operations Support in guiding, coaching and mentoring subordinates of the I.T. Team in technical and soft skills (e.g., communication, customer service, inter-personal interactions)

•Assist the IT Team Lead Operations Support in identifying and recommending relevant technical and nontechnical training for team members. • Contribute to the business’ overall initiative to continually improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the IRP TT portfolio as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.

• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

• All responsibilities and accountabilities must be executed in support of the IRP Portfolio’s Customer Service Management System (CSMS), Quality Health and Safety Environment (QHSE) and Business Continuity Management System (BCMS) policies and practices.

• Always maintain confidentiality in all situations.

• Accept and undertake any other duties and responsibilities that may be assigned

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in Information Technology or related field or equivalent experience

• 3+ years of experience working in an IT environment

• 1 year of IT Support / Service Desk experience providing Tier I and II troubleshooting

• Proficient in MS Office, esp. Excel (incl. PivotTables), Access, Word and Outlook

• Working experience in Retail and Distribution Business environment would be an asset