jr. Infrastructure Engineer

Data Governance

Responsibilities:- Manage business as usual incident detection and proactive monitoring before they are raised by end users:- Identify priorities of incidents based on impact and business criticality and be able to manage multiple incidents within agreed SLA`s to resolution:- Manage user expectation if reactive to incidents that have been raised via the Service Desk.- Educate the IT teams on how to get involved on incident logging via end to end process documentation :- Chair meetings with relevant teams, and people needed to provide a root cause analysis resulting to resolving solution:- Chair weekly incident management and provide problem log with associated impacts and risk for visibility by all levels of the IT organisation:- Ensure to work closely with teams (Business and IT) to problem solve- Ensure to work with the problem manager to provide a controlled change management process of any application, platform of infrastructure needed from configuration or development perspective.- Work closely with the release manager to ensure planned activities of resolution take place with minimal impact on the production environment and business operations.- Ensure the ITSM tool is used accordingly to manage incidents detected, proactively caught, provide root cause analysis and managed end to end diagnosis, logging and resolution.

The Senior Service Desk Analyst position involves handling incidents received by phone or email. Because our customers are UK based the support that we offer is done in English. The attributes: Domain Controller Administrator (manage domain accounts - manage Security group Policy), Microsoft email exchange server management (creating email accounts, distribution lists, shared mailbox and managing permissions), various management application databases used within the company and administrate all share drives. As common problems that we receive: Internet connection problems (proxy), connection problems outside the company (VPN access), security issues (antivirus), printing issues and specific client applications. Another attribute would be to test and make sure new requested applications are working fine within the Company Network and Group Policy. Managing the tickets queue is also a part of the Senior Service Desk Analysts attributes which implies that I need to make sure that the tickets get updated progressed and do not exceed their SLA.Currently I occupy the 2nd line analyst position for the Windows based problems, and 3rd line analyst for the AS400 software provided by IMB. 3rd line analyst implies the change of the jobs that were raised in error, troubleshooting the errors where the customer made a mistake on the job he raised for the car needing the repair. Being a 3rd line analyst requires a lot of attention and responsibility as there is also a financial cost involved in the changes.

As a 1st Service Desk Analyst I have provided first line technical support to internal staff. I have worked with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which ranged from straightforward to more complicated technical issues. I have also been involved in a range of administration duties within this role. My responsibilities included Acting as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal staff via telephone and email Maintaining an Asset Database and track changes 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberry’s, Laptops, PCs and Printers. Troubleshooting basic network issues such as ADSL broadband issues Escalated unresolved calls to the infrastructure support team or other resolver groups, 3rd party suppliers. Logging all calls in the Service Desk Call Logging system specific to each client. Taking ownership of user problems and follow up the status of problems on behalf of the user and communicating the progress in a timely manner. Maintaining a high degree of customer service for all support queries and adhering to all service management principles. Providing basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint). Providing stats for the weekly Service Desk report on call trends. Publishing support documentation to assist staff with requests for information & provide staff training if required. Active Directory object management; Creating user accounts, reset passwords, creating groups Managed OU’s, etc. Blackberry account management and provision. Arranging for external technical support where problems cannot be resolved.