Analyst - Technology Operations at UnitedLex

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Full Time

Start Date

Immediate

Expiry Date

28 Apr, 26

Salary

0.0

Posted On

28 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Logging, Diagnostics, Fault Resolution, User Support, Remote Control Support, Configuration, Troubleshooting, Onboarding, Offboarding, Active Directory, Preventative Maintenance, Technical Problem Resolution, Service Desk SOPs, Client Communication, IT Coordination, Access Modification

Industry

Legal Services

Description

Overall Responsibilities: • Logs all relevant incident/service request details, allocating categorization and prioritization codes • Conducts full and through diagnostics with end users to enable first point of contact fault resolution • Resolves incidents/service requests when first contacted whenever possible • Handles user calls • Provides user guidance by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use. • Configuration, maintains, and troubleshoots end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network). • Follows the onboarding and offboarding process to ensure the smooth transition of new hires and leavers. • Works with senior staff and other groups to resolve technical problems. • Provides timely responses to client and management requests, providing status updates on such requests on a regular basis. • Follows set policies and procedures when assisting users to ensure proper handling of requests. • Contributes knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support. • Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware • Works with simple to moderately complex Active Directory functions such as file share rights, manage permissions on the security groups, access of O365 applications. • Coordinates with the other IT teams to complete the project related tasks. • Works on other SOP driven tasks like Access modification on Mailbox, email forwarding, VDI Access, VDI Reset etc. • Completes other duties as assigned outside of normal workload. • Works in 24x7 rotational shift to provide support and resolve remote support tickets.

Responsibilities

The Analyst - Technology Operations is responsible for logging incident details, conducting diagnostics, and resolving service requests at the first point of contact. They also provide user guidance and support for hardware, software, and network issues.