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Full-time Email Us System Operations And Incident Analyst

at Aspiree, Inc. in Metro Manila
Published at Sep 03, 2021

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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Published at Sep 03, 2021
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