End-user Computing Analyst

Employment Type: Full-time

Job Description:We are seeking an experienced End-user Computing Analyst to join our Information Technology team. As an End-user Computing Analyst, you will be responsible for providing a managed service to clients, ensuring the operational continuity of their IT infrastructure and systems. Your primary objective will be to proactively monitor, identify, investigate, and resolve technical incidents and problems, with a focus on second-line support for incidents and requests across various technology domains.

Key Responsibilities:

• Proactively monitor work queues to identify and resolve incidents/requests within agreed SLAs.
• Perform operational tasks to ensure timely resolution of issues.
• Update tickets with resolution tasks performed and maintain accurate records.
• Provide second-level support and identify root causes of incidents and problems.
• Communicate effectively with other teams and clients to extend support.
• Execute changes with clear risk identification and mitigation plans.
• Escalate tickets as necessary to ensure prompt resolution.
• Collaborate with automation teams to optimize efforts and automate routine tasks.
• Assist L1 Security Engineers with initial triage and troubleshooting.
• Lead initial client escalations for operational issues.
• Contribute to change management processes by logging change requests and executing approved maintenance activities.
• Analyze incident and request tickets for quality and recommend improvements.
• Produce trend analysis reports to identify opportunities for automation and optimization.
• Contribute to project work and disaster recovery functions as needed.

Requirements:

• Bachelor's degree or equivalent qualification in IT/Computing.
• Relevant certifications such as CCNA, CCNP, Microsoft Certified:
  Azure Administrator Associate, AWS Certified:
  Solutions Architect Associate, etc., are preferred.
• Moderate-level experience in managed services handling cross-technology infrastructure.
• Proficiency in ticketing tools, preferably Service Now.
• Working knowledge of ITIL processes.
• Experience working with vendors and/or third parties.

Skills:

• Strong communication and interpersonal skills.
• Ability to work well under pressure and in a fast-paced environment.
• Excellent problem-solving skills and analytical thinking.
• Strong technical skills across various domains including cloud, networking, security, etc.
• Familiarity with Cisco, Microsoft, AWS, Azure, and other relevant technologies.