IT Client Services Analyst

Overview

Reporting to the Supervisor, IT Request Fulfillment, the IT Client Services Analyst is responsible for providing analytical support for the implementation and maintenance of the MPI computing environment. The position is proactively involved in determining how technology can help the corporate client and customers. The request fulfilment team at MPI is responsible for handling all IT service requests from customers.

The IT Client Services Analyst is an experienced specialist responsible for providing technical support for non-routine IT issues and successfully completing IT Service Requests on behalf of the clients that requires coordination with other teams for solution delivery. The position often works independently assisting clients and resolving concerns.

The IT Client Services Analyst is responsible for building and maintaining strong relationships with business units, external vendors, and Information Technology (IT) staff. The position is responsible for coordinating the operational technology needs for the assigned business units and proposing solutions that provide operational efficiency to those business units.

The IT Client Services Analyst provides strong customer service and maintains up-to-date knowledge of available technologies, MPI policies, procedures, business rules and regulations.

• Develops professional relationships with business units to aid in proactive management of client needs.
• Collaborates with other business units to identify opportunities to implement technology based operational efficiencies.
• Facilitates and assists the business units in completing business cases, where applicable, to meet the technology needs of the area.
• Interprets requirements of clients and matches to appropriate solutions. Maintains technical skills in order to match the business need in a manner which is justifiable and adherent to standards.
• Maintains clear channels of communication with customers when handling problems or questions.
• Coordinates new and existing customer requests by working with cross-functional teams to deliver quality IT services in an agreed upon time frame and according to customer expectations.
• Responds to a wide range of standard and non-standard customer requests and issues.
• Implements technology solutions based on client need.
• Researches clients processes to ensure that all aspects of the business are understood, and delivers the same knowledge to others in IT.
• Coordinates and administers mobile devices for the corporation.
• Manages the procurement and deployment of mobile devices while following corporate guidelines in terms of procurement and asset management.
• Keeps the IT inventory up to date and assists with the procurement process.
• Coordinates the hardware and software compliance process for end-user applications and hardware.
• Recommends purchases for specialty and non-standard items.
• Manages projects for small client support related projects, initiatives, or product solutions.
• Researches and improves standards, procedures, processes and metrics around the management of the technology platforms.
• Develops, reviews and updates documentation for internal team processes and for teams being interacted with.
• Coaches the junior team members on the established procedures and processes to be followed when fulfilling client requests.
• Continuously looks for new ways to complete tasks more efficiently, with consideration for reducing work effort and improving overall throughput.
• Maintains IT skills at the highest level, providing consulting expertise to other staff on client related matters.

Education:

• Diploma in Computer Science or related discipline.

Experience:

• Five years of experience in the IT Industry, including two years in the Request Fulfilment area.

Technical Knowledge and

Skills:

• Intermediate ability to work independently and as a member of a team.
• Intermediate understanding of Information Technology best practices with regards to Request Fulfilment process.
• Novice understanding of MPI specific processes and how they work when it comes to aligning the technical pieces to fit together.
• Establishes and maintains effective relationships with leaders,…