Service Desk Analyst

Description

• Working in a 24x7 Operation Command Centre environment, the Senior Service Desk Engineer is responsible for working with internal and external engineering teams to rapidly resolve major and minor incidents.
• The Senior Service Desk engineer ensures day-to-day service delivery problems are resolved and works on special projects as assigned.
• To guide, support and coach the team when necessary.
• Administration

·Duties that tend to be standard protocol/scripted  procedures used to document volume/issues and provide the most basic user service

·Ensures customer satisfaction by responding to calls to the Network Operations Center.  Logs all customer questions and problems, and tracks them through resolution.

·Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters.

·Gathers metrics for regular reports and summaries.

·Conduct assigned system maintenance

·Maintains internal and external availability and event reporting.

Problem resolution

• Autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues.
• Provides tier 1 support for all servers and systems in the production SaaS environment.
• Works closely with tier 2 and 3 support teams to resolve events and complete projects
• Assists Incident Management team during and after events to gather information and troubleshoot incident root cause.
• Identifies performance issues and works with tier 2 and tier 3 support teams to do performance tuning
• Manages and maintains application and systems monitors in the production SaaS environment.
• Supports and maintains third party applications 
• Other duties as assigned

Qualifications

•    Bachelor’s degree in Computer Science, MIS, related field or equivalent
•    Work experience of 2 to 3 years in information systems.
•    Minimum of 1 to 2 years’ experience understanding and working with related functions.
•    MCP+I (Microsoft Certified Professional + Internet) is plus 
•    MCSE (Microsoft Certified Systems Engineer) is plus
•    RHCSA (Red Hat Certified Systems Administrator) is plus 

Please click the link to apply - https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1608189