Analyst

Job Summary


Responsibilities

• Provide operational technical support on phone, emails, chat function, internal social media channels, and in person.
• Support the development of the nominated Workplace service across Strategy, Design, Run, Provisioning, and Deployment.
• Manage service Transition and Change activities in line with operational requirements.
• Support service Consumption, Delivery Performance, and Quality objectives.
• Ensure Capacity and Continuity requirements are effectively managed.
• Identify, manage, and mitigate service Issues and Risks.
• Deliver agreed KPIs and SLAs while supporting operational excellence.
• Drive and implement productivity initiatives within the service area.
• Maintain strong relationships with key stakeholders and manage day-to-day operations.
• Produce agreed management reports, follow established operational governance, and provide IBM MQ Administration and Support.

Requirements

• Providing technical support for a business-critical function, ensuring service stability, resolution of incidents within SLA, and driving efficiency within the service.
• 3-5 years of experience delivering technical support and service in an enterprise ITIL environment.
• 3+ years experience delivering workplace services in an enterprise environment.
• Certifications in ITIL / Microsoft (Good to have); relevant industry certifications desirable.
• Basic understanding of network technology, application/report understanding, and working knowledge of industry-standard ticketing tools.
• Experience in repairing/reinstalling MS Office and troubleshooting MS Office products such as Word, Excel, Outlook, along with desktop, laptop, application, and Windows operating system-related issues.
• User Management through Microsoft Active Directory, including AD support and implementation, adding/removing users, creating IDs, updating user permissions, disabling user access, and resetting/unlocking user access.
• Serve as the first point of contact for users seeking technical assistance over call, email, chat, and remote support, understanding user requirements to provide good customer service.
• Acknowledge, resolve and/or escalate issues in a timely fashion while strictly adhering to defined SLAs and ensuring the highest levels of customer satisfaction.
• Providing 24x7 operational support to users, including general administration and management (Flexible for Shifts).
• Provides technical support of all facets of the EUC, Wintel, and software distribution services, including issues related to accounts disabled, authentication, Network Wi-Fi, Desktop, Security, Remote Working, BIOS, O365, and application support across hundreds of applications in production.
• Strong awareness and understanding of hardware, networks, software technologies, applications, industry trends, and technology. Self-driven towards evaluating advanced technologies and recommending the right solutions.
• Ability to operate at all levels within the organization and cross-functionally within multiple client organizations. Proven experience coordinating multiple stakeholders, 3rd parties, project services, and service management teams.
• Represents the service(s) across the organization, understands end-to-end (E2E) technical services including dependent components and infrastructure, and is accountable for the successful resolution of medium and low problems.
• Contributes to KPI/SLA tracking, service health reporting, contractual obligations of 3rd-party service providers, technical governance of incident, problem, change, configuration, capacity, continuity (DR), availability, asset, monitoring, and alerting processes. Drives continuous technical improvement, identifies opportunities for automation, ensures Security and Architectural standards are adhered to, maintains knowledge of the wider Workplace portfolio, ensures communication and knowledge sharing across teams, and ensures appropriate data quality controls are in place across the portfolio.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.