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Information Technology Systems Analyst
3 weeks ago
Job Role Overview:
IT Operations Teams support hardware installation and configuration, as well as ongoing maintenance of the computer data center. They monitor batch schedules and take actions as necessary in response to schedule problems or abnormal program terminations, and manage tape backups, including physical tape handling, coordinating, diagnosing and troubleshooting employee issues with personal computers and related systems.
The role involves providing customer service support and maintenance for virtualized desktops, applications, and mobile devices within the organization. Exposure to various technologies, including VDI, Virtual Desktop Infrastructure, virtual apps, MDM, Mobile Device Management, MAM, Mobile Application Management, Android, iOS, business applications, and cellular services.
Key Responsibilities:
- Monitor and review daily incidents and service requests using ServiceNow
- Interface with end users customers regarding requests and incidents
- Modify service queues to process incorrectly allocated incidents
- Review system and user account health via the admin consoles Citrix cloud Intune ServiceNow
- Collaborate with Virtual Desktops Apps Mobility tower leads for incident service request triage Level 1-2
- Act as a liaison for urgent matters and compile necessary data for escalation teams
- Contribute and assist as required within the team
- Comfortable working during local daylight hours sometimes independently Understand when to escalate issues to the rest of the team during their off-hours
Candidate Profile Requirements:
- Demonstrated ability able to undertake the specified responsibilities effectively
- Customer service mindset prioritize customer satisfaction
- Legal eligibility legally able to work in the country where the position is based
- Technical awareness basic knowledge of PC Mac laptops and remote working practices familiarity with operating systems Windows 10 Windows 11 Mac OSX RedHat Enterprise Linux
- Communication skills competency in written and spoken Business English
- Competencies values integrity accountability inclusion innovation teamwork
