End-user Computing Analyst
End-user Computing Analyst
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Employment Type: Fulltime
Job Description: We are seeking an experienced Enduser Computing Analyst to join our Information Technology team. As an Enduser Computing Analyst you will be responsible for providing a managed service to clients ensuring the operational continuity of their IT infrastructure and systems. Your primary objective will be to proactively monitor identify investigate and resolve technical incidents and problems with a focus on secondline support for incidents and requests across various technology domains.
Key Responsibilities:
- Proactively monitor work queues to identify and resolve incidents/requests within agreed SLAs.
- Perform operational tasks to ensure timely resolution of issues.
- Update tickets with resolution tasks performed and maintain accurate records.
- Provide secondlevel support and identify root causes of incidents and problems.
- Communicate effectively with other teams and clients to extend support.
- Execute changes with clear risk identification and mitigation plans.
- Escalate tickets as necessary to ensure prompt resolution.
- Collaborate with automation teams to optimize efforts and automate routine tasks.
- Assist L1 Security Engineers with initial triage and troubleshooting.
- Lead initial client escalations for operational issues.
- Contribute to change management processes by logging change requests and executing approved maintenance activities.
- Analyze incident and request tickets for quality and recommend improvements.
- Produce trend analysis reports to identify opportunities for automation and optimization.
- Contribute to project work and disaster recovery functions as needed.
Requirements:
- Bachelors degree or equivalent qualification in IT/Computing.
- Relevant certifications such as CCNA CCNP Microsoft Certified: Azure Administrator Associate AWS Certified: Solutions Architect Associate etc. are preferred.
- Moderatelevel experience in managed services handling crosstechnology infrastructure.
- Proficiency in ticketing tools preferably ServiceNow.
- Working knowledge of ITIL processes.
- Experience working with vendors and/or third parties.
Skills:
- Strong communication and interpersonal skills.
- Ability to work well under pressure and in a fastpaced environment.
- Excellent problemsolving skills and analytical thinking.
- Strong technical skills across various domains including cloud networking security etc.
- Familiarity with Cisco Microsoft AWS Azure and other relevant technologies.
- Experience with SAP is a plus.
Employment Type
Full Time
