End-user Computing Analyst

• Proactively monitor work queues to identify and resolve incidents/requests within agreed SLAs.
• Perform operational tasks to ensure timely resolution of issues.
• Update tickets with resolution tasks performed and maintain accurate records.
• Provide second-level support and identify root causes of incidents and problems.
• Communicate effectively with other teams and clients to extend support.
• Execute changes with clear risk identification and mitigation plans.
• Escalate tickets as necessary to ensure prompt resolution.
• Collaborate with automation teams to optimize efforts and automate routine tasks.
• Assist L1 Security Engineers with initial triage and troubleshooting.
• Lead initial client escalations for operational issues.
• Contribute to change management processes by logging change requests and executing approved maintenance activities.
• Analyze incident and request tickets for quality and recommend improvements.
• Produce trend analysis reports to identify opportunities for automation and optimization.
• Contribute to project work and disaster recovery functions as needed.

• Bachelor's degree or equivalent qualification in IT/Computing.
• Relevant certifications such as CCNA, CCNP, Microsoft Certified: Azure Administrator Associate, AWS Certified: Solutions Architect Associate, etc., are preferred.
• Moderate-level experience in managed services handling cross-technology infrastructure.
• Proficiency in ticketing tools, preferably ServiceNow.
• Working knowledge of ITIL processes.
• Experience working with vendors and/or third parties.

• Strong communication and interpersonal skills.
• Ability to work well under pressure and in a fast-paced environment.
• Excellent problem-solving skills and analytical thinking.
• Strong technical skills across various domains including cloud, networking, security, etc.
• Familiarity with Cisco, Microsoft, AWS, Azure, and other relevant technologies.
• Experience with SAP is a plus.

Boardroom Appointments