Position Overview
Service Analyst provides comprehensive application support to users, handles technical issues and ensures the reliability and performance of our systems. In this role, you manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, and implement improvements to enhance system resiliency. In addition, you also investigate incidents across key technologies and application domains, bringing a structured, analytical approach to diagnosing and resolving user-reported issues.
Role & Responsibilities
- Provide applications troubleshooting and on-site support
- Simulate user problems to resolve operating difficulties
- Coordinate activities to identify, diagnose and rectify problems
- Develop mitigating and/or preventive solutions
- Assist in investigation of complex user reported issues
- Support in the testing, installation and deployment of applications and patches
- Perform regular maintenance checks on the applications
- Support and assist in regular server maintainance, system accesses, systems monitoring, backups, patching and daily health checks
- Monitor Service level dashboards, perform daily health monitoring, system capacity review and allocation of adequate capacity
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
- Minimum of 6 years of experience in IT service management or related roles
- Proven experience in managing service operations, incident management, and problem resolution
- Experience working with third-party service providers and vendors
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