Source description
About the role
Title: Business Support Analyst
Experience: 1-2 years
Scope of Work:
Responsible for assisting partners in devising hardware and software solutions using personal computers (PC), data communications equipment, terminals, electronic office equipment and desktop tools. Analyzes systems' needs, handles problem resolution, provides quality assurance reviews and trains partners on use of various tools. Provides technical support to all Asia offices. Performs Project Manager responsibilities as needed and keeps abreast of new technology.
Duties:
Provide business as usual (BAU) IT support NT APAC partners
IT Service Management for Partners (Incident, Problem and Change Management)
o Leverage Global Support Model in providing IT support for Incidents and Service Requests
o Analyze impact, risks and effort needed to implement a change request.
o Help carry out approved changes to the system.
o Coordinate with Global Support Teams for changes and support required by business partners.
o Regularly check for new issues/incidents raised by key business partners.
o Generate and analyze trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results and periodic SLA reports/ scorecards.
o Analyze, track and monitor all escalated issues, act as a resolution owner and ensure that issues are properly resolved
o Escalate unresolved issues to other pre-identified support groups and vendors
o Provide support to Critical and Major Incidents that may constitute to a possible miss in SLA
o Own Critical/Major Incidents, Resolution and Escalated Incidents until closure
o Provide regular updates, analysis and next steps as appropriate during outages
o After hours Firecall support
Deskside support to Partners
Provide Audio-Visual support to partners
Perform Capacity Management and Asset Management
o Asset deployment
o Responsible for the daily and long-term strategic management IT Assets and other technology-related hardware within APAC
o Planning, monitoring, and recording IT assets to ensure compliance with internal and external regulations and vendor contracts
Project Support/Management
o Support migration activities
o Testing activities
o Migration IT Requirements
o Provide pre-go Live, Go-Live and Post Go Live support
o Work with Global core IT teams on Projects & Build-outs
o Provides leadership to projects as needed; performs time estimates and regularly reviews status of projects.
BCP and DR Activities
Assist in Business Continuity Planning and Disaster Recovery simulation activities
Contribute to technology resiliency and redundancy
Partner Experience
Enable and promote tech savvy A-partners through end-user empowerment
Perform process enhancements and continuous improvements through projects and initiatives
Shield the business from the complexities of other IT groups by being Single Point of Contact of business operations for major infrastructure concerns
Maintain daily linkage with the key business partners to remain in the loop on day-to-day operations issues and status
Provide Data Center, Network and Server Management
Implement, administer and maintain Microsoft 2012 / 2016 servers for Asia offices
Act as hands and feet and provide physical support to Global Network and Server Support Teams
Manage VMware as required
Provide systems/network infrastructure support and network security management for the Asia Offices
Perform network/systems performance monitoring and capacity planning
Server room support and maintenance
Assist Manager to plan, maintain and execute all backup/recovery strategies for all critical systems
Maintain up-to-date documentation
Maintain, procure and keep records of all IT/IS assets.
Require to provide after hour standby support
Availability for off hours onsite support including weekend for changes implementation and testing
Working hour from 9a.m. to 6p.m (M-F). May require to work on alternate hours/schedule as and when required by Manager.
Knowledge/Skills:
Knowledge of networks, database or operating systems, PC/LAN/WAN, Citrix/VDI, telecommunications technologies, and information security technology.
Strong Analytical skills and attention to detail
Excellent communication skills both written and oral
Good Project Management skills
Good interpersonal skills are essential to successfully service clients and to maintain good working relationships with partners
Good written and verbal communication skills are essential
Good working knowledge of and troubleshooting experience in Office 365 (on prem and cloud), Outlook, Lotus Notes and SharePoint
Experience and Qualification:
A bachelor's degree or its equivalent
Minimum 1-2 years ' of technical experience in operating systems, database, telecommunications, PC, LAN, WAN, and data security technologies.
Should have good a understanding of ITIL, Citrix, VDI/VM, Windows servers, MS O365
ITIL, MCSE, MCSA and CCNA certification a plus
Working knowledge of Service Now System tool a plus
Attributes:
Approachable with the ability to relate to people.
Analytical, resourceful, independent and results oriented
Team player
Able to multitask and work under pressure
Dedicated and responsible.
Trustworthy and reliable.
Takes initiatives and enthusiastic to lear Job type: Contract Experience level: 8 Years Division: eTeam Australia Reference: 23-00196
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