Operations Lead

Job Summary

As a Level 2 Service Request Analyst, you will be responsible for managing service requests from internal or external customers. You will provide technical assistance, troubleshoot issues, and ensure timely resolution of incidents. Your communication skills and business application and process expertise will help deliver high-quality customer support and maintain customer satisfaction.

• Receive and prioritize service requests from customers through a ticketing system.
• Analyze service requests to understand the problem and gather necessary information from the customer.
• Provide prompt and accurate responses to service requests, adhering to agreed service levels and response times.
• Troubleshoot and diagnose technical issues using available resources, documentation, and knowledge bases.
• Collaborate with other teams (e.g., Level 3 support or technical specialists) to resolve complex or escalated requests.
• Escalate unresolved requests to appropriate teams with proper handoff and follow-up.
• Keep customers informed about status and progress through regular updates and effective communication.
• Document all actions, solutions, and relevant information in the ticketing system or knowledge base.
• Continuously update knowledge base articles and documentation to facilitate faster issue resolution and improve efficiency.
• Identify opportunities for process improvements and provide recommendations to enhance service request management.
• Conduct post-resolution follow-ups to ensure customer satisfaction and identify additional support needs.

• Bachelor s degree in computer science, information technology, or a related field (or equivalent work experience).
• Proven experience in a business analysis or support role, preferably as a Level 2 or above support analyst.
• Strong analytical and problem-solving skills with the ability to troubleshoot and diagnose technical issues effectively.
• Proficiency in using ticketing systems and other support tools to manage and track service requests.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
• Demonstrated customer service orientation with a focus on delivering high-quality support and achieving customer satisfaction.
• Ability to work well in a team environment and collaborate with cross-functional teams to resolve complex issues.
• Detail-oriented with excellent organizational and time management skills to prioritize and manage multiple service requests simultaneously.
• Familiarity with ITIL (Information Technology Infrastructure Library) or similar IT service management frameworks is a plus.

• 3+ years of IT application support or analysis experience
• Bachelor s degree in computer science, information technology, or a related field (or equivalent work experience).
• Successful history of accomplishments in a team environment