Analyst Durban - LevelUp (Pty) Ltd

    LevelUp (Pty) Ltd
    LevelUp (Pty) Ltd Durban

    2 days ago

    Default job background
    Accounting / Finance
    Description

    Job Summary

    The End-user computing Analyst provides a managed service to clients, ensuring their IT infrastructure and systems remain operational. They monitor, identify, investigate, and resolve technical incidents and problems, restoring service to clients.

    Duties & Responsibilities

    • Proactively monitors work queues.
    • Performs operational tasks to resolve incidents/requests in a timely manner within the agreed SLA.
    • Updates tickets with resolution tasks performed.
    • Identifies, investigates, and analyzes issues/errors prior to or when they occur, logging all incidents in a timely manner.
    • Captures required information for immediate resolution.
    • Provides second-level support to incidents, requests, and identifies root causes.
    • Communicates with other teams and clients for extended support.
    • Executes changes with clear identification of risks and mitigation plans.
    • Follows shift handover process highlighting key tickets and critical tasks.
    • Escalates tickets to seek focus from CoE and other teams.
    • Works with automation teams for effort optimization and automating routine tasks.
    • Collaborates with resolver groups like Service Provider, TAC, etc.
    • Identifies problems and errors before impacting client service.
    • Assists L1 Security Engineers for better initial triage or troubleshooting.
    • Leads and manages client escalations for operational issues.
    • Contributes to change management by logging change requests with complete details.
    • Ensures changes are carried out with proper approvals.
    • Plans and executes approved maintenance activities.
    • Audits and analyzes incident and request tickets for quality and recommends improvements.
    • Produces trend analysis reports for identifying tasks for automation.
    • Maintains Disaster Recovery functions and tests.

    Desired Experience & Qualification

    • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
    • Certifications relevant to services provided (certifications carry additional weightage on candidate qualification for the role).

    Relevant certifications include:

    • CCNP or equivalent certification.
    • CCNA certification in must, CCNP in Security or PCNSE certification is good to have.
    • AWS Certified: Solutions Architect Associate.
    • SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4.
    • IBM Certified System Administrator - WebSphere Application Server Network.

    Key Skills:

    • Ability to communicate and work across different cultures and social groups.
    • Ability to plan activities and projects well in advance, taking into account possible changing circumstances.
    • Ability to maintain a positive outlook at work.
    • Ability to work well in a pressurized environment.
    • Ability to work hard and put in longer hours when necessary.
    • Ability to apply active listening techniques.
    • Ability to adapt to changing circumstances.
    • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
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