End-user Computing Analyst
Boardroom Appointments
- Durban, KwaZulu-Natal
- Permanent
- Full-time
- 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.
- 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 ServiceNow.
- Working knowledge of ITIL processes.
- Experience working with vendors and/or third parties.
- 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.
- Experience with SAP is a plus.