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Associate Incident Management Analyst
4 weeks ago
What awaits you if you consider this opportunity?
- Guaranteed 14th month pay
- Profit share
- Retirement package as early as 5 years
- Health cards up to 3 dependents
- Taxable and non-taxable allowances
- Annual medicine reimbursements
Position Responsibilities
- Serve as Team member on a 24x7 IT Operations Center (ITOC).
- Monitor performance and service availability of global IT services including voice/data network, hardware, servers, and business applications with provided tools.
- Incident Management.
- Generate and track trouble/service tickets.
- Maintain service outage log and shift logs.
- Receive and respond to inquiries and requests via telephone, email, case tracking system with speed, accuracy, and proficiency.
- Generate service performance reports.
- Troubleshoot network, server, and application problems using diagnostic tools and route cases to the appropriate Tier 3 Support Group as necessary.
- Track response and resolution status of cases and escalate appropriately when necessary.
- Provide network performance metrics to ITOC management and other groups within IT.
- Contribute technical solutions to the Knowledge Base.
- Improve knowledge of, and ability to operate, all technical support tools and technologies.
- Participate in projects and initiatives as a member of the ITOC team.
Qualifications
- 1 to 3 years experience in an IT Service Desk, Help Desk, Technical Operations, NOC or other technical support role with a background as either NOC Analyst or IT Help Desk Analyst.
- Demonstrated knowledge of IT systems component stack (e.g. network, hardware, OS, database, and application software) and experience supporting one or more of these areas in an operations capacity.
- Working knowledge of Active Directory and other application/system administration tasks.
- Excellent communication, telephone & interpersonal skills, strong verbal and written communication skills in English.
- Ability to work shifts as assigned which may include weekends and ability to be available on an on-call basis.
- Strong customer service abilities and ability to establish working relationships with team members throughout the IT organization.
- Analytical, troubleshooting and problem-solving skills.
- Experience handling multiple competing priorities and ability to manage conflicts.
- Open for Hybrid work setup with at least 4x a month of coming into the office but that may change in the future depending on business need.
- Programming/scripting experience is a plus (i.e. C#, VB.Net).
- Willing to handle specific tasks under NOC, this is not a Network Admin or Network Engineer role.
