We are hiring a IT Technical Analyst on a contract opportunity for our client

Areas of responsibility

Operations & Support

- Install, configure and maintain IS / IT infrastructures in compliance with company standards, procedures and operating modes.
- Monitor the operation of logical and physical computer equipment, according to standards, frameworks, methods and security operating procedures.
- Provide technical assistance to users Level 1 and 2.
- Request management service process
- Perform operational and technical qualification tests.
- Categorize and identify incidents. o the causes of diagnosing and supporting resolution of incidents / problems in compliance with the procedures in place.

Design

- Contribute to support all the designing the technological components of the field of expertise
- In charge of setting up and optimizing the management of technical capacities

Development & Delivery

- Ensure service delivery is in full adherence with group contract and strategy Policies & Standards of company
- Ensure that detailed design of services and the development, configuration and customization of IS solutions is delivered according to service levels and quality standards as per Group services standards

Strategy

- Contribute to demand analysis in the field of expertise
- Analyze technical impacts (security, availability) in the field of expertise

Continuous Improvement

- Contribute to the transfer of knowledge in your area
- Contribute to the consistency of support services, providing ideas and user comments o Documenting solutions to incidents and problems in the knowledge base

Knowledge Management





- Updates of knowledge management system with relevant documentation
- Possess and maintain broad technical and business knowledge of all aspects of the service delivery

Expected results

- Technical Analyst - Site performs onsite delivery of support to end users in accordance with expected quality standards
-  Service requests to users delivered in agreed SLA: 0%
- 98% 99% Target
-  Level first support success rate (Resolution on call / reception request): 0% 60%
-  User satisfaction: <60%: poor, 61% to 70%: average, 71% to 85%: Positive, 86% to 100%: Target

Required skills and qualifications

- Associate Degree in Science required; Bachelor Degree preferred
- Minimum of 5 years Information Technology experience
- Thorough knowledge of information systems theories, practices and technical concepts relative to business systems, hardware, and network infrastructure
- Must be proficient with Microsoft software products Office 365, Windows 11, Tanium, Windows Server 2016 and 2025 – Certification can be a plus.
- Network basic knowledge (Cisco, Meraki, etc)
- Hardware (PC HP, Servers Dell HCI, Printers, etc)
- ITIL preferred
- Analytical, organizational, communication and interpersonal skills;
- Ability to provide general information and respond to questions from internal customers;
- Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns

*This job posting is for a current vacancy with our client. *Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster.

📌 IT Technical Analyst - Contract (Fergus)
🏢 Robert Half
📍 Fergus