Applicants must be eligible to work in the specified location
Dynamic Enterprise Company is currently seeking a Service Desk Analyst with strong ITIL and Incident Management experience. Candidate will support all IT technology hardware, software and/or services, as well as the critical incident management process for major incidents.
Monitor for critical incidents (24x7) and engage appropriate support to remediate incident
Maintain a root cause analysis template
Establish and maintain a critical incident management process ensuring integration into the current service management tool
Quickly determine appropriate support teams to engage to ensure proper resolution
Educate key resources on ITIL framework, specifically around incident and problem management
Drive critical incident bridges and teams to quickly restore service
Develop reporting metrics and report against those metrics for critical incidents
Understanding of data center operations
Ability to accurately capture details of an incident and provide timely reports using existing tools
Able to control bridges and coordinate activities to keep support teams on task
Ability to multi-task including the ability to make sound decisions and execute responsibilities of the position in a fast moving and high pressure environment
Play an active role in process improvements and development
Experience gather business requirements
Strong attention to detail
Above average written and verbal communication skills, including the ability to articulate complex technical issues in a language understood by different levels of business leadership, end users and technical resources
Basic troubleshooting skills
Basic working awareness of problem management methods
Customer service experience
Ability to manage multi-thread problem solving efforts across multiple teams to achieve timely incident resolution
A mix of Infrastructure skills, server, database, network, support desk
Experience with Application Performance Monitoring tools.
Fort Lauderdale Florida, United States of America
50k-65k + OT
4/21/2017 2:19:48 PM
About Request Technology - Craig Johnson
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