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Technical Analyst
2 weeks ago
Quiénes somos
En Kyndryl diseñamos, construimos, administramos y modernizamos los sistemas tecnológicos esenciales de los que el mundo depende cada día. ¿Por qué trabajar en Kyndryl? Estamos siempre avanzando, siempre nos esforzamos por llegar más lejos en nuestro empeño por construir un mundo más equitativo e inclusivo para nuestros empleados, nuestros clientes y nuestras comunidades.
Función
- Position: Technical Analyst (BCGEU)
- Pay Range: 21
- Bi-Weekly Salary: $3126.29 to $ 3577.37
Division: Technology Engineering Services
- Manager: Aaron Canning
- Location: Victoria, BC
- Job Type: Regular Full time
The Technical Analyst works under the direction of a Manager in the area of service and project delivery to enhance and maintain the customer’s desktop infrastructure, affecting services provided to all government ministries and agencies. The incumbent supports project and service delivery in a distributed IT infrastructure support system, including centrally located service desks and support staff, as well as distributed support staff and contractors deployed to client ministry sites throughout the province. The position requires strong technical skills and involves direct contact with pre-approved VIP client staff in order to resolve escalated client problems.
If you have a hands-on approach, are committed to providing service excellence, and are looking for a rewarding and challenging career opportunity where you can be part of an exciting operation, we would like to hear from youWhat we offer:
- Competitive wage plus yearly salary step increments for the first 5 years in the Job Pay Range classification- Competitive starting vacation with increases to vacation entitlements after the second year and beyond- Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours)- Ongoing training and professional development opportunities- Comprehensive extended health and dental benefits for you and your family- Defined benefit pension program (BC Public Service Pension Plan)- Health & wellness programs - lunchtime seminars, community activities and a comprehensive Employee & Family Assistance Program- Seasonal events and socials- A robust awards/recognition program- A friendly work environment where your team is always willing to help- A leadership team that actually cares about you and wants you to love your job
**Responsibilities**:
- Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests. Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs.- Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units.- Provides support for pre-approved VIP users, responds to requests, determines actions, and resolves incidents. Monitors and follows up on assigned incidents until resolution.- Logs VIP calls, incidents, and other service requests. Accepts calls from VIP assistants or other individuals on their behalf and works through the requestor to resolve incidents.-
- Provides assistive support for VIP’s personally owned assets used for accessing client systems and services.- Performs scheduled VIP support at business events within British Columbia and provides remote support outside British Columbia.- May be required to lift machinery, tools, supplies, and equipment weighing up to 20 kg17. May work non-core hours and provide home support in support of the VIP service commitment.- Analyzes problem trends and recommends problem resolution procedures. Works with other service delivery units in resolving problems.-
- Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients.- Participates in the development and documentation of systems standards, configuration standards.- Drafts Technical Information Bulletins for service delivery units and service partners. Provides information sessions as required.- Researches technical information and hardware/software capabilities to recommend improvements.- Coordinates knowledge creation and updates including knowledge structure and tools. Develops and evolves knowledge structure, and develops and maintains knowledge templates to gather client and project information. Publishes knowledge on appropriate knowledge base. Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff.- Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA's, project requests, and operational performance reports.- Conducts problem and trend analysis and makes recommendations to improve operations.- Conducts assessments to determine if negotiated baselines have been met, not met, or
