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IT Analyst | orange group


it analyst at orange





Experience needed: 0-4 years
Job type: full time
Location:CityStars, Cairo

Job description:

Incident handling and coordination for Equant and FT :

  • Monitoring daily active Tickets ensuring issues are communicated clearly.
  • Providing 2nd level to the IT Help desk in Network, AD, Security and remote access.
  • Troubleshooting and managing complex incidents acting as 2nd level within the time frame agreed with the business.
  • Providing an interface between Equant and FT subsidiaries.
  • Managing access to French applications for Equant users.
  • Performing and managing technical/1st level escalations in line with ITSM Fault Management.
  • Assisting in the coordination of major outages and participating in crisis management and post mortems for outages.
  • Being part of pilots projects, major projects and changes as a main contributor providing testing, analysis and feedback to the project owners.
  • Provide Lotus Notes support including :

    Change Management – Validate and apply changes to server, application configuration or architecture, as requested by the customer or by Engineering teams

    Technical management – perform pro-active service maintenance actions to maintain service availability and reduce risk

    Migration – When required, coordinate and perform migrations/upgrades (eg. migration of users from previous to newer Notes version on hosted server)

Process controls:

  • Contributing to the Incident backlog follow-up with 2nd – 3rd level teams to ensure targets are met.
  • Analyzing trouble tickets to monitor service trends and determine chronic issues, with a specific focus on service and processes improvements.
  • Assisting with improving and performing process audit activities.
  • Ensuring support groups adherence to operational processes across all levels.
  • Promoting and communicating incident management process rules and guidelines across support organizations.
  • Involved in all new processed between FT France and subsidiaries .

Communications:

  • Providing guidance and training for the IT Helpdesk level 1 agents.
  • Providing updates to the customers per incident fault management guidelines.
  • Being involved in processes documentation and improvement through performance analysis.

 Job requirements:

  • University degree in IT/computer engineering.
  • Fluent In English is a Must, French is preferable.
  • 0-4 Years of IT Experience.
  • Good Analysis Skills.
  • Good communication and negotiation skills.
  • Problem solving skills.
  • Good Knowledge of network.
  • Good Knowledge of security.

Additional information:

  • Experience in 2nd or 3rd level support is a plus

 


      
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