IT Operations Analyst

**IT Operations Analyst**
**-**
**MIL0096**

**Description**

**A brighter future awaits you**

We create brighter futures - for our customers and for people like you who want to join our team, make a difference and go further.

As iIT Operations Analyst you’ll be part of a growing global business with a presence in over 40 countries. Which means you’ll have brighter opportunities to make a positive impact on our business and your career. This could include involvement in cutting edge new product development and international collaborations.

For a big company, we feel small. You’ll join a friendly team that’s open, flexible and respectful of each other’s differences.

We live by 4 values which define our unique culture; we are dedicated, we are inventive, we are friendly, we are partners. To help us achieve our goals, we’ll give you everything you need to help you achieve yours. We are brighter together, we’re the type of place where you can be yourself, whoever you are - we’ll achieve amazing things.

If you share our vision of helping our customers see more clearly every day, get in touch. All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.

**Reporting to the IT Operartions Manager EMEA, the Italian IT Operations Analyst is p**rimarily responsible for the resolution and coordination of all Service Management tickets across assigned locations. Provides Level 1 & 2 support and liaises with specialist system support teams. Performing onsite and remote analysis, and resolution of incidents for internal customers. Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software. Provides effective management of the customer experience during the entire support process.

**Job Summary**:
Ensure that all operational IT related service needs are delivered while following all security and compliance procedures.

**Essential Functions & Accountabilities**:

- Provide onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA’s
- While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.
- Escalate tickets in accordance with IT procedures.
- Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
- Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems. As required, analyze and highlight incident trends.
- Supports the implementation of regional and global IT projects. Increased involvement with local IT and business initiatives. Provides related incident resolution supporting service transition.
- Administers enterprise class IT systems and tools, including highly virtualized client computing environments.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members. Develop and deliver user training.
- Promotes user adherence to the organization’s IT policies.
- Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.
- Manage the client computing hardware and software lifecycles. Provides effective IT Asset Management.
- Collaborate with specialized teams supporting the client computing infrastructure and systems.
- Liaise with global third-party client computing partners. Increased involvement with local IT agreements and vendors.
- Maintain and develop professional and technical knowledge by attending educational workshops, training events, reviewing applicable technical materials.
- Participates in the IT Operations out of hours support rotation.

**Qualifications**

**Knowledge, Skills and Abilities**:

- Excellent technical knowledge of client computing hardware and software, including Microsoft Windows, Microsoft Office (and related products/cloud services), Active Directory Services, Systems Management and Deployment.
- Working technical knowledge of current protocols, operating systems, and standards.
- Technical knowledge of mobile devices (smart phones, tablets, etc.).
- Ability to read and understand technical manuals, procedural documentation, and guides.
- Ability to conduct research into technical problems and products as required.
- Proven analytical and problem-solving abilities.
- Strong customer service orientation, at ease liaising with all levels of the business.
- Comprehensive written, verbal, and interpersonal communication skills.
- Ability to present ideas in business and customer-friendly language.
- Proficient in conducting group and/or individual user training.
- Ability to effectively organize, prioritize and execute tasks in a high-pressure environment.
- Extremely team-oriented a