IT Operations Analyst

Chatham Financial•Kennett Square, PA

29d•Onsite

About The Position

We don’t simply hire employees. We invest in them. When you work at Chatham, we empower you — offering professional development opportunities to help you grow in your career, no matter if you've been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day. The IT Operations Team is part of the larger IT team at Chatham, and we are the first point of contact for all technical issues. You will work alongside the Desktop Services, Infrastructure, Digital Workplace, and InfoSec teams to ensure all end user technical issues are resolved in a timely and complete manner. In this role you will: Respond to Chatham employees’ inbound inquiries via phone, secure chat, walk up, and email regarding support requests and incidents Use effective information gathering techniques to get to the root of issues, and through strong communication skill build trust with the end user. Provide world class customer service through first call resolution when possible Document every correspondence with end-users clearly and concisely Perform outbound contact to end users and work with those end users and the appropriate IT team to successfully move tickets through the resolution process Partner with Senior IT Ops Analysts to acquire new troubleshooting techniques and enhance technical skillset Perform audits to ensure data collected in tickets is accurate Deliver timely, accurate and actionable information to IT teams as appropriate Improve upon and refine customer service knowledge and techniques through ongoing training Take ownership of resolving end user inquiries through effective communication and attempt to foresee causes of additional inquiries Share insights with management regarding the root causes of end user inquiries, concerns and complaints, advocating on our end users’ behalf to improve our service, operations and policies Administer various systems concerning issue tracking, end user account management, inventory, procurement, and knowledge base articles Your impact: The IT Operations Analyst plays a vital role in building the relationships with our co-workers and end-users. As a team member you will provide coordination for Chatham’s internal support services and tier 1 support for our end-users. This team fields inbound customer inquiries and manages IT Support Services for internal employees of our growing global company with a presence on five continents. Contributors to your success:

Requirements

Must enjoy working with people
Professional demeanor, strong work ethic
Strong ability to understand conversational cues and react accordingly
Genuinely helpful and empathetic
Truly driven to do excellent work and impress through every interaction
Ability to recognize patterns and extrapolate information
Ability to follow standard procedures routinely to guarantee accuracy of work
Strong verbal and written communication skills
Ability to build positive working relationships with end users and your team
Advanced computer skills helpful
Solid proficiency in Microsoft Office or O365 Suite
Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
Ability to meet critical deadlines in dynamic, rapidly changing environment
Ability to focus in an open environment. We do not have cubicles.
Self-motivated, resourceful, productive on teams as well as independent work
Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills
Track record of successful high impact decision making
Must be willing and able to take an after-hours on-call shift that rotates around entire IT Support team 1 week at a time

Responsibilities

Respond to Chatham employees’ inbound inquiries via phone, secure chat, walk up, and email regarding support requests and incidents
Use effective information gathering techniques to get to the root of issues, and through strong communication skill build trust with the end user.
Provide world class customer service through first call resolution when possible
Document every correspondence with end-users clearly and concisely
Perform outbound contact to end users and work with those end users and the appropriate IT team to successfully move tickets through the resolution process
Partner with Senior IT Ops Analysts to acquire new troubleshooting techniques and enhance technical skillset
Perform audits to ensure data collected in tickets is accurate
Deliver timely, accurate and actionable information to IT teams as appropriate
Improve upon and refine customer service knowledge and techniques through ongoing training
Take ownership of resolving end user inquiries through effective communication and attempt to foresee causes of additional inquiries
Share insights with management regarding the root causes of end user inquiries, concerns and complaints, advocating on our end users’ behalf to improve our service, operations and policies
Administer various systems concerning issue tracking, end user account management, inventory, procurement, and knowledge base articles