Job Description – IT Systems Support Analyst (onsite)

Overview

Responds to inquiries and requests for assistance with the organization's Information Technology systems, processes and equipment at the client assigned facility. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences of problems at the site. Coordinates with other Information Technology areas to resolve problems. Provides support and a local central point of contact for standard
software and hardware in use

Job Description

· Logs all Service Desk calls or email requests into Track-IT (ticketing system) and updates problem profiles

· Analyzes and resolves problems with a goal of 75% First Call Resolution.

· Supports all Software Applications and Infrastructure in use at the site facility

· Investigates causes, tests solutions, and puts solutions in place to reduce calls

· Works to eliminate recurring problems and reasons to call

· Installs and configures any new hardware required on-site

· Promotes effective use of technology

· Watches for trends that indicate potential problems and then eliminates the problems before they happen

· Involves dealing with and/or responding positively to complaints, problems, and sometimes negative
and emotional behavior

· Promotes a professional Customer Service image

· Understands Customer priorities and objectives and takes an active role in accomplishing those objectives

· Reviews start of day activity logs (i.e. backups) and identifies any ongoing issues

· Working with Metro NOC when required, monitoring, troubleshooting issues on the Metro network.

· Keeps peers and users informed of trends, significant problems, unexpected delays and anything new in the environment

· Keeps customers informed of global problems, scheduled downtime or anything that affects the computing
environment

· Keeps customers informed of progress on problems that cannot be resolved on first call

· Keeps current on all the technology used in the environment supported

· Takes training that continues to develop technical and soft skills

· Opportunity to support other Metro Supply Chain Group offices and facilities

Qualifications:

· Bachelor of Science in Information Systems or related field or equivalent combination of education and
experience or have completed a Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE)

· 3+ years work experience in an IT support function or a customer service oriented, call center environment.

· Ability to identify and resolve problems quickly and effectively.

· Knowledge of Supply Chain technology is an asset

· Commitment to team/department/company; understanding the Customer Service role in the company

· Understands entire process from logging to informing customer solution is in place and documenting actions; knows when to escalate; implements solutions not patches

· The ability to take initiative to make improvements

· Anticipate customer needs; looks for ways to make things better for the customer, to eliminate recurring
problems, is constantly learning

· Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification to requests. Responds well to questions

· Experience with configuring RF equipment.

· Ability to interact and communicate clearly in English, often in stressful situations (Spanish is an
asset)

· Writes clearly and concisely

· Ability to interact with customers in a polite and professional manner

· Uses time efficiently

· Treats others with respect and consideration regardless of their status or position

· Accepts responsibility for own actions

· Contributes skills and capabilities to achieve the team’s goals

· Performs a wide range of tasks, responding to changes in direction and priorities

· Accepts new challenges, responsibilities and assignments

Key Relationships

Internal

· Metro Supply Chain Group Users, interacts with all Metro SCG users at the site facility on a regular basis (customers). All IT Staff Interaction with other IT staff to share knowledge, best practices and resources as necessary

· Work with IT team on all operational break fix and support issues

External

· Third party service providers, engages third party and vendors support as needed to
resolve issues as needed

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