• Application Deadline:
• Position: Analyst, IT NOC



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 3 years



• Location Lagos




• Job Field ICT / Computer 
  
  

Job Description

• Operate as part of a 24/7 shift team.


• Promptly resolve all computer hardware and software-related complaints and incidents.


• Promptly fulfil service requests to ensure user returns to work satisfactorily.


• Educate end-users and provide feedback on IT-related queries/ enquiries.


• Perform effective end-user interrogation for initial diagnosis and information gathering in the resolution of complaints.


• Identify, categorize, and classify all logged complaints using an IT Service Management (ITSM) application to build an accurate knowledge base.


• Accurately update and track NOC- and PSOC-related issues from the outset to the conclusion using an ITSM application.


• Provide periodic updates on all NOC- and PSOC-related issues until resolution.


• Minimize interruptions in users’ ability to carry out critical business activities.


• Ensure prompt escalation/ ticket re-assignment of complex and/or unresolved incidents to second-level support for resolution in line with agreed Operational Level Agreement (OLA).


• Run diagnostic programs or tools for root cause determination and problem resolution.


• Diagnose and resolve software and hardware problems or incidents that may be disrupting IT systems or services.


• Perform user/system administration to enable end-users access systems and execute job functions.


• Perform proactive performance and availability monitoring of IT systems, applications, tools, and services required to provide services to end-users.


• Assist in the installation, update, and/or upgrade of applications required for end-users to function optimally.


• Assist as a team-member in coordinating and fulfilling IT projects, deliverables, and initiatives.


• Perform routine maintenance on systems, applications, work/productivity tools, and devices to ensure reliability and information security policy compliance.


• Ensure all operational documents and vendor supporting documents are up-to-date and maintained in the approved shared library repository/ location only.


• Systematically analyze performance data and communicate findings to the Manager, IT NOC and/ or senior experts.


• Escalate incident and security risks, with recommendations for mitigation to the Manager, IT NOC.


• Accurately and carefully follow established policies, processes, and procedures in the fulfilment of requests and resolution of incidents.


• Perform system confirmation to identify issues that have been resolved and free from errors, as well as end-users’ confirmation of satisfaction before ticket closure.


• Effectively disseminate information and updates to the NOC as required about the delivered IT services.


• Effective monitor the IT datacenter using monitoring tools and applications like PRTG.


• Provide recommendations and suggestions on optimizing the unit’s operational performance to the Manager, IT NOC.

Qualifications

• Bachelor’s degree in Computer Science or Information Technology


• Relevant professional certifications, e.g. ITIL Foundation, CompTIA (A+), and/ or Microsoft MCSA, will be an asset.


• +1-3 years relevant experience in IT user support or helpdesk environment.