Duration: 12 months (Temp to perm)
Location: Pittsburgh Pennsylvania 15258 / Remote
Job Description –
The Operations Analyst is responsible for Client Service - Provides quality support to clients with complex transactions and processes on a daily basis.
Independently assists clients by responding to phone, email and other inquiries regarding company products, services and procedures.
Researches and resolves moderately complex operational or client issues. Routes issues that cannot be addressed at point of contact to appropriate team, in accordance with documented procedures.
Assists in providing status updates on problem resolution and outstanding issues to other teams.
Assists with process improvement by contributing ideas to improve team efficiency. No direct reports.
Provides guidance to less experienced staff.
Responsible for the quality and completion of own work.
The key role includes:
Provides support to all IT-related activities and initiatives using established procedures, including guidance, assistance, coordination and follow-up on straightforward IT problems and ensures resolution.
Provides local smart hands capability and maintains management of End user Assets.
Provides IT/Desktop support services including frontline subject matter expertise to employees to ensure that all service levels are achieved, local and organizational changes are supported including the provision of established procedures, including guidance, assistance, coordination and follow-up on straightforward IT problems and ensures resolution and smart hands activity.
Supports the onboarding and implementation of new products and services and support the end user engagement and education of technology services.
Responsible for the maintenance and upkeep of the organizations tracking of end user assets and responsible for diagnosing and resolving technical hardware and software issues.
To understand configuration and functionality of site technology (including any space where technology is consumed) To have basic troubleshooting knowledge to support the primary products and services used by the end user employee base. Working knowledge of diagnosing and resolving technical hardware and software issues, Internet connectivity and Microsoft operating systems and office suite.
Contributes to the achievement of team objectives.
Problem Solving: Good problem solving skills is a prerequisite for this role. This position will require performing Analytical tasks to support the client inquiries in a timely manner.