RR-0205175 - Analyst II Infrastructure Services

Job Description :

This role is responsible for providing technical support for all computer systems and associated equipment at the Client Location. The role will also provide end user support and troubleshooting to permanent staff as well as visitors.

The role will ensure that all incidents are analysed, resolved, and reported back within the promised timeframes.

The role will involve :

• Develop service strategy to mitigate software, hardware, and networking issues.
• Evaluate trade-offs between issues using value, impact, and risk criteria.
• Accept assigned issues and requests via tracking tool and other methods to ensure all incidents are resolved against SLAs.
• Ensure logging of all requests via ITSM tool
• Identify and troubleshoot all issues within the customer desktop computing environment (incl VPN, AD, email, hardware issues) by working with the end user to help them understand the issue and avoid similar issues in future.
• Use Remote Access Tools to assist with the resolution of issues (troubleshooting, applying patches, installing drivers etc)
• Co-ordinate in-warranty desktop repairs with vendors as well as perform “best effort” fix of out-of-warranty equipment.
• Follow company incident management, request management, problem management and change management procedures.
• Assess the need to implement performance upgrades for all computing equipment.
• Collaborate with LAN Technicians and Network Administrators to resolve networking issues.
• Provide verbal and written support to customers as well as keeping them abreast of issue status.
• Accept and manage computing stock as well as configuration before being loaned out to users.
• Installation of all Head Office hardware, software and peripherals
• Perform all PC equipment moves, additions and changes.
• Create and modify Active Directory and email accounts.
• Follow escalation procedures for issues where appropriate.
• Provide support for afterhours on-call and critical issue handling.
• Maintain knowledge of Business Continuity / Disaster Recovery plans and respond accordingly.
• Undertake ad-hoc project work.
• Keep abreast of technological change and current events.
• Proactively learn and train other staff members on new product and service technologies
• Demonstrate “out of box” thinking to resolve issues and escalate approval to ensure that VIP issues are resolved asap not caught up in process / red tape.

Required skills and experience.

Personal qualities

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.