System Operations And Incident Analyst
Aspiree, Inc.
Metro Manila, Philippines
5h ago
source : HireMe.ph

JOB SUMMARY : A System Operations and Incident Analyst is responsible in maintaining a reliable, secure and efficient support.

He / She shall deploy, configure, maintain and monitor all active system equipment to ensure smooth network operations.

DUTIES AND RESPONSIBILITIES : The System Operations user role has the following responsibilities :

As Service Desk Analyst

  • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
  • Assign unresolved Incidents to appropriate Level 2 Support Group
  • Log all Incident / Service Request details, allocating categorization and prioritization codes
  • Keep users informed about their Incidents’ status at agreed intervals
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests
  • Verify resolution with users and resolve Incidents in WAYS
  • Escalate Major Incidents to the DCO Manager
  • Escalate Incidents at risk of breaching Service Level Agreement to the DCO Manager.
  • Owns all Incidents and Service Requests throughout the lifecycle
  • As IT Support Analyst :

  • Serve as the primary, on-site IT point of contact for IT support. Coverage may include 24x7 support of the operation.
  • Assist with analysis, definition and documentation of detailed specifications for new & existing application
  • Operate and maintain Starpay computer systems, including but not limited to PC’s printers, data collection devices, etc.
  • Maintain prioritized IT task list via help desk
  • Log all appropriate IT problem and processing support calls
  • Effectively identify and escalate IT issues as appropriate.
  • The Incident Analyst user role has the following responsibilities :

  • Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
  • Track and follow-up respective groups to meet the Service Level Agreement / Operational Level Agreement.
  • Document troubleshooting steps and service restoration details
  • Create and submit knowledge articles
  • Provide specialized investigation and diagnosis of all Incidents and Service Requests
  • Identify Problems
  • Verify resolution with end-users and resolve assigned Incidents
  • Escalate Major Incidents to the DCO Manager
  • Escalate Incidents at risk of breaching Service Level Agreement / Operational Level Agreement to the DCO Manager
  • Escalate unresolved Incidents to the appropriate group either to System Admin, Network Admin or Application Team
  • QUALIFICATIONS : (MINIMUM EDUCATION, EXPERIENCE, TRAINING)

    1. Education : A graduate of a four-year Computer Science or related course.

    2. Experience : No experience required or it has IT Support experience atleast one year.

    3. Knowledge and Skills :

  • Knowledge and experience in Microsoft Windows 10 and Office 2013 to 2019
  • Basic knowledge in Linux
  • Basic knowledge in Active Directory
  • Critical thinking ability
  • Strong problem-solving capacity
  • Written and verbal communication skills
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