Analyste Support 1

Analyste Support 1 - Job Description - The position is a global role and is responsible for L2 support activities around Directory Services. An individual is responsible for designing the solutions, evolve the current services to meet business requirements, maintaining and improving the security posture of environments, continuous monitoring of system health, and troubleshooting issues that arise.**Responsibilities**: - Manage Incident, assess impact & confirm priority. Ensure technical & functional, provide solution to end-users, proposing workarounds if required. Informs end-users on the incident management progress, working closely with other resolution teams.- - Manage Service Requests (SR) according to expected level of service. Handle SR execution or assign it to other contributors, informs end-users on SR fulfillment progress until its closure.- - Operate daily/weekly/monthly/quarterly/yearly "housekeeping" activities. Use monitoring tools setup by Engineers & Service Owners, handle alerts & communicates with other contributors to minimize impacts on end-users- - Contribute to the User Acceptance Test of the projects related to the Service Offering- - Contribute to Knowledge articles & EUX Catalog updates. Update existing knowledge articles and known errors, create the missing ones.- - Can work on a follow-the-sun mode- - Contribute to the Service Offering continuous improvement, by identifying required improvement and automationAdditional Technical Skills: - Familiarity or experience with workplace technologies- Messaging Technologies- - Outlook / Teams- - 365Collaboration and End User Productivity- - Microsoft Office / SharePoint / Yammer / OneDriveKEY EXPECTED ACHIEVEMENTS - Incident Management Ø Identifies impact and validates priority. Ø Provides technical and functional analysis Ø Provides the solution to users. Ø Identifies and communicates potential workarounds. Ø Informs users on the status of incident processing. Ø Provides the link with level 3. Ø Continues from the handling of the incident until its closure. - Service Request processing. Ø Takes into account RH requests Ø Processes RH or forwards it to a contributor Ø Informs users on the status of RH treatments. Ø Continues the treatment of the RH until its closure - Contributes to the analysis of root causes linked to incidents, (Problem Management) Ø Participates or even leads the analysis of root causes of incidents. Ø Transmits the result to the contributors in charge of implementing the patches. - Exploits the monitoring of services. Ø Exploits the monitoring set up by the construction and/or infrastructure teams. Ø Takes into account the alert and informs potential contributors to anticipate impacts on users - Validates changes in production (change management) Ø Analyses exchange requests to measure their impact on users. Ø Rejects or accepts the change based on his/her analysis. Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. Ø If the exchange is rejected, provide arguments to the exchange coordinator. - Capitalizes the knowledge acquired. Ø Ensures the capitalisation of lessons learned from its activities.