IT Technical Analyst - Contract

We are hiring a IT Technical Analyst on a contract opportunity for our client

Areas of responsibility

Operations & Support

• Install, configure and maintain IS / IT infrastructures in compliance with company standards, procedures and operating modes.
• Monitor the operation of logical and physical computer equipment, according to standards, frameworks, methods and security operating procedures.
• Provide technical assistance to users Level 1 and 2.
• Request management service process
• Perform operational and technical qualification tests.
• Categorize and identify incidents. o the causes of diagnosing and supporting resolution of incidents / problems in compliance with the procedures in place.

Design

• Contribute to support all the designing the technological components of the field of expertise
• In charge of setting up and optimizing the management of technical capacities

Development & Delivery

• Ensure service delivery is in full adherence with group contract and strategy Policies & Standards of company
• Ensure that detailed design of services and the development, configuration and customization of IS solutions is delivered according to service levels and quality standards as per Group services standards

Strategy

• Contribute to demand analysis in the field of expertise
• Analyze technical impacts (security, availability) in the field of expertise

Continuous Improvement

• Contribute to the transfer of knowledge in your area
• Contribute to the consistency of support services, providing ideas and user comments o Documenting solutions to incidents and problems in the knowledge base

Knowledge Management

• Updates of knowledge management system with relevant documentation
• Possess and maintain broad technical and business knowledge of all aspects of the service delivery

Expected results

• Technical Analyst - Site performs onsite delivery of support to end users in accordance with expected quality standards
•  Service requests to users delivered in agreed SLA: 0% <poor <89%, 90% <average <97%,
• 98% <Good <99%, > 99% Target
•  Level first support success rate (Resolution on call / reception request): 0% <poor <50%, 51% <Good <59%, target> 60%
•  User satisfaction: <60%: poor, 61% to 70%: average, 71% to 85%: Good, 86% to 100%: Target

Required skills and qualifications

• Associate Degree in Science required; Bachelor Degree preferred
• Minimum of 5 years Information Technology experience
• Thorough knowledge of information systems theories, practices and technical concepts relative to business systems, hardware, and network infrastructure
• Must be proficient with Microsoft software products Office 365, Windows 11, Tanium, Windows Server 2016 and 2025 – Certification can be a plus.
• Network basic knowledge (Cisco, Meraki, etc)
• Hardware (PC HP, Servers Dell HCI, Printers, etc)
• ITIL preferred
• Analytical, organizational, communication and interpersonal skills;
• Ability to provide general information and respond to questions from internal customers;
• Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns

*This job posting is for a current vacancy with our client.

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