<p><strong>Service Desk Analyst</strong></p> <div> <h2><span><strong><span>Description</span></strong></span></h2> <ul> <li><span><span>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.</span></span></li> <li><span><span>The Senior Service Desk engineer ensures day-to-day service delivery problems are resolved and works on special projects as assigned.</span></span></li> <li><span><span>To guide, support and coach the team when necessary.</span></span></li> <li><span><span>Administration</span></span></li> </ul> <p><span><span>·Duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service</span></span></p> <p><span><span>·Ensures customer satisfaction by responding to calls to the Network Operations Center. Logs all customer questions and problems, and tracks them through resolution.</span></span></p> <p><span><span>·Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters.</span></span></p> <p><span><span>·Gathers metrics for regular reports and summaries.</span></span></p> <p><span><span>·Conduct assigned system maintenance</span></span></p> <p><span><span>·Maintains internal and external availability and event reporting.</span></span></p> <p> </p> <p><strong><span><span>Problem resolution</span></span></strong></p> <ul> <li><span><span>Autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues.</span></span></li> <li><span><span>Provides tier 1 support for all servers and systems in the production SaaS environment.</span></span></li> <li><span><span>Works closely with tier 2 and 3 support teams to resolve events and complete projects</span></span></li> <li><span><span>Assists Incident Management team during and after events to gather information and troubleshoot incident root cause.</span></span></li> <li><span><span>Identifies performance issues and works with tier 2 and tier 3 support teams to do performance tuning</span></span></li> <li><span><span>Manages and maintains application and systems monitors in the production SaaS environment.</span></span></li> <li><span><span>Supports and maintains third party applications </span></span></li> <li><span><span>Other duties as assigned</span></span></li> </ul> <p> </p> </div> <div> <h2><span><strong><span>Qualifications</span></strong></span></h2> <ul> <li><span><span> Bachelor’s degree in Computer Science, MIS, related field or equivalent</span></span></li> <li><span><span> Work experience of 2 to 3 years in information systems.</span></span></li> <li><span><span> Minimum of 1 to 2 years’ experience understanding and working with related functions.</span></span></li> <li><span><span> MCP+I (Microsoft Certified Professional + Internet) is plus </span></span></li> <li><span><span> MCSE (Microsoft Certified Systems Engineer) is plus</span></span></li> <li><span><span> RHCSA (Red Hat Certified Systems Administrator) is plus </span></span></li> </ul> <p> </p> <p><strong><span><span>Please click the link to apply - </span>https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1608189</span></strong></p> </div> <p> </p>