IT Analyst Service Support

Provides IT Infrastructure support on-site and remotely (solving second level Incident, Problem and Request management), maintenance (Change, Asset Management and Patching) and support project execution, partnering with Global IT team and external service providers, utilizing tools and following IT Standards and Procedures.

• Supports Incident and Request management submitted through the incident management system per service level objectives.
• Supports procurement, installation, configuration and support end user devices like Laptops, Desktops, Workstations and mobile devices through staging or manual deployment of standard software (XP, MS Office, Lotus Notes, SAP Client, VPN Software, Antivirus, Engineering and other Client Side software) or apps, PBX and Phone systems.
• Supports Enterprise IT teams in additional troubleshoots and maintains Server, Network (WAN & LAN), Monitoring UPS and Switches, Backup Environment and external vendor.
• Reports issues through service desk tools and follows-up through enterprise team and or vendors for critical and high issues tracking and escalating until closure.
• Supports the on-site Computer Room, Racks, cabling and Data room maintenance tasks.
• Manages and maintains Asset Register through tools and conduct random physical audit.
• Maintains and loads backup tapes per backup policy and direction from Global Data Preservation team and support restoration of data per requests.
• Covers all critical equipment through Annual maintenance contract, reports issues with services providers and escalates per vendor services level agreement.

• Follows Change Management processes and Critical Communication Process during outages and changes.

• Actively participates in Local and Regional areas to understand business requirements, team progress, and work on action plans per committed timelines.
• Supports in providing all infrastructure cost for AOP preparation and tracks spending monthly within the financial limits.
• Participates in BOS Reporting, Continuous Improvement and exercise deep problem solving (8D) to avoid repeat issues.
• Provides basic training new IT Users on IT Process and IT Systems usage.
• Supports Entitlement processes for end users access request.
• Executes patching plan for site(s) equipment’s and execution the plan.
• Participates and supports audit activities based on Internal Audit requirements.
• Other duties as required.