Managed Services Analyst

Managed Services Analyst

Managed Services Analyst

JOB SUMMARY

The role of Managed Services Analyst is to work in the Managed Service Centre (MSC) providing 24 X 7 technical, monitoring and customer service support to Northpoint Consulting Inc.’s clients. The Managed Services Analyst manages ICT and security (logical and physical) incidents generated by any monitored network or facility from identification to resolution.

REPORTS TO: MSC Team Lead

DUTIES AND RESPONSIBILITIES:

• Log all customer reported incidents on the incident ticket system accurately to ensure tracking, efficiency and the effective management of the reported incident.
• Provide remote IT support to Northpoint customers.
• Consult available Northpoint systems to resolve the incidents relating to Northpoint’s network or Northpoint’s customers.
• Escalate advance case assignments within the agreed turnaround time as per SLA.
• Establish communication between Northpoint clients and associated subcontractors.
• Capture the reported fault progress status on the incident ticket system accurately and timeously while ensuring customer SMS/e-mail updates are generated to both internal and external customers.
• Constantly manage the reported incident to meet the required SLA by probing the technical resources on the reason for outage with supporting information.
• Monitors and reports daily KPIs.
• Assist in the management of the technology tools and reports that support the operational requirements and efficiencies for the department.
• Support department-wide operations by creating, editing, and maintaining IT documents.
• Take ownership of queries - Handle difficult customer inquiries and complaints referred by direct report(s) and try to bring them to a resolution.
• Coordinate, analyze and improve customer service functions to meet company goals.
• Make call backs and aid Northpoint to elevate opportunities to do better for our customers.
• Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management.

EXPECTATIONS

• Ensures accuracy and completion of work performed and evaluates the effectiveness of results in conjunction with team leads, supervisors or management staff
• Must be able to maintain great attention to detail and high levels of focus throughout any shift assigned to work
• Maintains a good working image to customers and the community with regards to personal presentation, communication, and caliber of work effort
• Punctual, regular, and consistent attendance
• Availability to work any shift in a 24/7/365 environment
• Excellent problem-solving skills and strong attention to detail.
• Ability to drive and deliver solutions both independently and within a team environment
• Excellent communication and collaboration skills
• Must be able to remain calm during emergency situations

WORKING CONDITIONS

Position requires flexibility in work schedule. Work is normally performed in a typical interior/office environment. Limited physical effort is required beyond long periods of standing, walking and sitting.

REQUIREMENTS

• Associate’s degree in a related field preferred (Computer Science, Electrical Engineering, Information Technology etc.); or equivalent work experience.
• 1 or more years of Service Operations Center or experience preferred, along with 3 or more years technical experience in a related field.
• Ability to handle multiple priorities in a fast-paced environment required
• Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision required
• Ability to process information accurately, follow directions and provide direction to others in addition to possessing the skills necessary for decision making required.
• Must have strong verbal, written, and interpersonal communication skills
• Sound ability to analyze issues.
• Proven experience and detailed knowledge in supporting a 7x24 environment.
• Demonstrate basic understanding of network and WAN operations.
• Must have good written and verbal communication skills.
• Must be proficient with Microsoft Outlook and Excel.
• Experienced in working in an environment with ITIL-compliant processes
• Experience with using an operational dashboard and the ability to assist in the creation of an operational dashboard through the identification of key performance indicators