Senior Associate Onsite Services Support (Global It) (Information Systems Operations)
Durban Area, South Africa
Duties- Quality Control: IT Process Quality control procedure management and implementation.- IT Induction and Security Awareness training: Perform IT security awareness and incident reporting, Business applications i.e. usage of local machine backup’s and retrieval, antivirus, securing of removable media (usb), phishing emails etc., Training users on usage of secure IT security channels: securing public wifi connection, 3G usage and Virtual Private Network (VPN).- Business Continuity: Management of backup maintenance and restoration testing, Offsite storage process for Backups, Data recovery on crashed machines, data restore from remote backup Server or offsite tapes.- IT Operations Project Management: Machine Upgrade rollout for staff compliment of 300, Image Loadset Upgrades, Dell Returns (Machine Lease Agreement Management), Business Application Upgrades: Internal Software Piloting, Testing & reporting. - IT Incident Management (ITIL framework): Managing of IT incidents from point of reporting to completion by assigning priority and severity after performing analysis of reported incident, Managing IT incidents using service management tools and assigning & re-assigning of work, Third party and SLA management.- Onsite Support: Route course analysis for service disruptions including, hardware failure for Network, Network LAN & Wi-Fi maintenance and monitoring, Remote support using remote tools for software configuration, support and installations, Active Directory Users and Computer Account management, Installation & Support of Ernst & Young Business Applications, Software, Patch, Antivirus update management and monitoring