IT Technical Support Analyst
IT Technical Support Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Duties and responsibilities:
- 1st Line IT support for Application Support
- Incident management for Application Support (SMAX)
- Logging and tracking of incidents changes and requests
- Receiving incoming queries from multiple sources assigning and tracking queries
- Proactively monitor and manage SLA and OLA on all incidents
- Ensure that business incidents and requests are resolved within the SLA / OLA timeframes
- Manage 3rd line escalations (Demand and vendor escalations)
- Manage business escalations to Application Support
- Identification and escalation of reoccurring problems and incidents
- Call journey management of high priority calls
- Ensure that all incidents and service requests are assigned to the appropriate teams Application Support
- Internal reporting for Application Support
- Drive operational issues and escalated issues through to resolution
- Drawing up performance reports by request.
- Provide a high quality and standard of Application Support to the business
- Assist with OnTheJob boarding for all new Support staff
- Maintain shifts and standby scheduling
- DayToDay operational status reporting of the production systems
- Manage contractors HR housekeeping and Payroll submissions to the individual contracting houses.
- Support management with miscellaneous administrative duties
Qualifications and experience:
- Bachelors degree in IT Computer Science or a related field required
- Cloud computing
- Linux
- Oracle SQL Server
- Web Methods
- Web Services
- Automation / Scheduling tools / frameworks
- SOA
- SQL
- SharePoint
- F5
- SQL Server Integration Service
- SQL Server Reporting Services
- ESB
Employment Type
Full Time
