About this role
About the Role A Technical Operations Center Analyst to provide first-level support for internal employees and clients, monitor IT systems, and proactively address issues. This role combines incident management, user onboarding/offboarding, asset management, and involvement in software release processes within ISO 27001/9001-compliant operations. What You'll Do
- Deliver outstanding technical support to English-speaking users, both on-site and remotely, ensuring timely resolution of incidents and service requests based on priority and urgency
- Serve as the primary point of contact for incidents, taking ownership from initial report to resolution
- Play a role in the software release process by overseeing change requests, obtaining required approvals and effectively communicating the process to clients and stakeholders
- Generate various reports, including incident reports, root cause analysis reports and SLA reports
- Conduct the onboarding and offboarding processes for users, including workstation preparation (Windows and Linux), Active Directory account creation, access permissions and workspace configuration
- Manage assets effectively to optimize their lifecycle, tracking their usage, maintenance and disposal as necessary
- Adhere to ISO 27001 and ISO 9001 certification standards