Analyst, IT NOC at IHS Towers

Job Description

• Operate as part of a 24/7 shift team.
• Promptly resolve all computer hardware and software-related complaints and incidents.
• Promptly fulfil service requests to ensure user returns to work satisfactorily.
• Educate end-users and provide feedback on IT-related queries/ enquiries.
• Perform effective end-user interrogation for initial diagnosis and information gathering in the resolution of complaints.
• Identify, categorize, and classify all logged complaints using an IT Service Management (ITSM) application to build an accurate knowledge base.
• Accurately update and track NOC- and PSOC-related issues from the outset to the conclusion using an ITSM application.
• Provide periodic updates on all NOC- and PSOC-related issues until resolution.
• Minimize interruptions in users’ ability to carry out critical business activities.
• Ensure prompt escalation/ ticket re-assignment of complex and/or unresolved incidents to second-level support for resolution in line with agreed Operational Level Agreement (OLA).
• Run diagnostic programs or tools for root cause determination and problem resolution.
• Diagnose and resolve software and hardware problems or incidents that may be disrupting IT systems or services.
• Perform user/system administration to enable end-users access systems and execute job functions.
• Perform proactive performance and availability monitoring of IT systems, applications, tools, and services required to provide services to end-users.
• Assist in the installation, update, and/or upgrade of applications required for end-users to function optimally.
• Assist as a team member in coordinating and fulfilling IT projects, deliverables, and initiatives.
• Perform routine maintenance on systems, applications, work/productivity tools, and devices to ensure reliability and information security policy compliance.
• Ensure all operational documents and vendor supporting documents are up-to-date and maintained in the approved shared library repository/ location only.
• Systematically analyze performance data and communicate findings to the Manager, IT NOC and/ or senior experts.
• Escalate incidents and security risks, with recommendations for mitigation to the Manager, IT NOC.
• Accurately and carefully follow established policies, processes, and procedures in the fulfilment of requests and resolution of incidents.
• Perform system confirmation to identify issues that have been resolved and are free from errors, as well as end-users’ confirmation of satisfaction before ticket closure.
• Effectively disseminate information and updates to the NOC as required about the delivered IT services.
• Effectively monitor the IT datacenter using monitoring tools and applications like PRTG.
• Provide recommendations and suggestions on optimizing the unit’s operational performance to the Manager, IT NOC.

Qualifications

• Bachelor’s Degree in Computer Science or Information Technology
• Relevant professional certifications, e.g. ITIL Foundation, CompTIA (A+), and/ or Microsoft MCSA, will be an asset.
• +1-3 years relevant experience in an IT user support or helpdesk environment.

Additional Information:
Organizational Competencies:

• Customer Focus - People demonstrating this competency understand & exceed our customers’ needs. They develop trusted, reliable & collaborative relationships. They are consistently operating to the highest standards of service & delivery. 
• Innovation - People demonstrating this competency constantly seek new & improved ways to deliver our products & services. They champion engineering & skills development, and work to create a collaborative and supportive operating environment. 
• Integrity - People demonstrating this competency are open & honest in everything they do. They support financially & environmentally sustainable growth. They make socially responsible decisions and treat their stakeholders with respect. 
• Be Bold - People demonstrating this competency are thorough in analyses & decision-making. They are courageous in expanding existing markets & developing new ones. They confidently pursue appropriate financial returns and are forward-thinking and ambitious. 
• Sustainability- People demonstrating this competency are constantly seeking to create positive impact in the communities we serve.