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Technical Analyst - On Site Delivery, Operation Services

Job in Charleston - Charleston County - SC South Carolina - USA
Company: nexans
Full Time position
Listed on 2021-04-11
Job specializations:
  • IT/Tech
    IT Support, Systems Analyst, Technical Support
Job Description & How to Apply Below
Purpose

Provide advice, support and assistance to IT incidents and requests Level 1 and Level 3, information, and training to users. The position will work for all North American sites.

Areas of Responsibility

Operations & Support

  • Install, configure and maintain IS / IT infrastructures in compliance with Nexans standards, procedures and operating modes.
  • Monitor the operation of logical and physical computer equipment, according to standards, frameworks, methods and security operating procedures.
  • Provide technical assistance to users Level 1 and 2 for North America.
  • Request management service process
  • Perform operational and technical qualification tests.
  • Categorize and identify incidents. o the causes of diagnosing and supporting resolution of incidents / problems in compliance with the procedures in place
  • Design

  • Contribute to support all the designing the technological components of the field of expertise
  • In charge of setting up and optimizing the management of technical capacities
  • Development & Delivery

  • Ensure service delivery in North America is in full adherence with group contract and strategy Policies & Standards.
  • Ensure that detailed design of services and the development, configuration and customization of IS solutions is delivered according to service levels and quality standards as per Group services standards
  • Strategy

  • Contribute to demand analysis in the field of expertise
  • Analyze technical impacts (security, availability) in the field of expertise
  • Continuous Improvement

  • Contribute to the transfer of knowledge in your area
  • Contribute to the consistency of support services, providing ideas and user comments o Documenting solutions to incidents and problems in the knowledge base
  • Knowledge Management

  • Updates of knowledge management system with relevant documentation
  • Possess and maintains broad technical and business knowledge of all aspects of the service delivery
  • Expected Results

  • Technical Analyst - Site performs onsite delivery of support to end users in accordance with expected quality standards
  • Service requests to users delivered in agreed SLA: 0% 99% Target
  • First level support success rate (Resolution on call / reception request): 0% 60%
  • User satisfaction:
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