We are hiring a IT Technical Analyst on a contract opportunity for our client
Areas of responsibility
Operations & Support
- Install, configure and maintain IS / IT infrastructures in compliance with company 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.
- 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 is in full adherence with group contract and strategy Policies & Standards of company
- 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 maintain 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% <poor <89%, 90% <average <97%,
- 98% <Good <99%, > 99% Target
- Level first support success rate (Resolution on call / reception request): 0% <poor <50%, 51% <Good <59%, target> 60%
- User satisfaction: <60%: poor, 61% to 70%: average, 71% to 85%: Good, 86% to 100%: Target
Required skills and qualifications
- Associate Degree in Science required; Bachelor Degree preferred
- Minimum of 5 years Information Technology experience
- Thorough knowledge of information systems theories, practices and technical concepts relative to business systems, hardware, and network infrastructure
- Must be proficient with Microsoft software products Office 365, Windows 11, Tanium, Windows Server 2016 and 2025 – Certification can be a plus.
- Network basic knowledge (Cisco, Meraki, etc)
- Hardware (PC HP, Servers Dell HCI, Printers, etc)
- ITIL preferred
- Analytical, organizational, communication and interpersonal skills;
- Ability to provide general information and respond to questions from internal customers;
- Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns
*This job posting is for a current vacancy with our client.
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