IT Service Operations Analyst SC4 at World Food Programme (WFP)

About the job

KEY ACCOUNTABILITIES (not all-inclusive)

What you will do:

• Carry out Access Management on the different platforms and solutions that are supported by the team. This includes business analysis where need be.
• Perform analysis, diagnosis, and resolution of reported issues; recommend and implement corrective solutions for remote users as needed.
• Maintain a very high level of FCR (First Contact Resolution Rate) with end users.
• Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized.
• Communicate with end users and follow up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary.
• Participate in presentations/demos of release candidates by third level support. And pass on the knowledge to the team members.
• Provide data extraction reports as per end user request.

KEY ACCOUNTABILITIES : Cont

What you will do:

• Perform the activities under the direct supervision of the respective Team Lead and undertake additional tasks as required.
•  Advise the Team Lead on any areas that require improvement.
• Adhere to the laid down team procedures while maintaining healthy interpersonal relationships.
• Analyze and translate end user specifications to technical requirements.
• Any other duty that may be assigned.

Contract Duration :6 Months