IT Service Support Analyst (NC807321)

IT Service Support Analyst (NC807321)


Essential Function:

• Provide first and second line application support, resolving technical queries, and communicating solutions directly to customers for the departmental specific application or system. 

• Responsible for monitoring and responding to open tickets submitted through an incident management system 

• Troubleshoot and escalate alerts that cannot be resolved to appropriate section 

• Prioritize and handle service requests and incidents 

• Progress issues and provide relevant information for troubleshooting or for clarification 

• Identify opportunities for process improvement and contribute to departmental initiatives for the departmental software application or system. 

• Responsible for improving and documenting the technical processes around software or application support 

• Work collaboratively with Account Managers on change requests, managing issues and establishing priorities 

• Ensure the performance of daily health checks of the applications, scripts, and infrastructure by support team 

• Work with the software or application developer to ensure the system is operating efficiently, install updates and troubleshoot. 

• Establish accounts and passwords and assist with issues regarding user accounts. 

• Onboard and setup new Meck Administrators on the Learning Management System (LMS). 

• Responsible for administrator functions for the enterprise Learning Management System (LMS) which includes assigning/launching e-learning courses, set-up and maintaining ILT classes, creating reports, troubleshooting, and responding to Learning Management System (LMS) issues. 

• Create ILT Events/Sessions for identified training classes. 

• Act as a support and resource for departmental Learning Management System (LMS) Administrators. 

• Contact/support for departments with Extended Enterprise Learning Management System (LMS) users.