Incident Management Analyst

Description (Why Work Here)

We Create Opportunity ERC is a growing full service, end-to-end provider for every aspect of the customer life-cycle servicing clients nationwide with 4,000 employees across 10 locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.  
  • Competitive salary
  • Uncapped referral bonus potential
  • Employee perk discounts that include local restaurants, gym memberships, event tickets, and more. 
  • Opportunities to gain valuable professional skills through on-going training
  • Career growth opportunities
  • <li style="color:

Responsibilities (Who we're looking for)

We Don’t Breed the Weak

 

Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.

 

Minimum qualifications:

 

• Three plus years of experience working as a ITSM Technician.
• Good overall understanding of ITSM
• General Knowledge of IT infrastructure and application architectures
• Ability to work flexible hours.
• Good written and verbal communication skills.
• Advance skills in using Microsoft Office applications including Excel.
• Advance understanding of Windows 10 Operating System
• Highly proficient in spoken and written English.
• Ability to work well under pressure.
• Strong customer service abilities, analytical, interpersonal skills required. Must have initiative and able to work with minimal supervision.
• Executive and professional facing presence.
• Excellent work ethic and dedication

 

Qualifications (Why this position)

We Don’t Believe In Limits

 

We thrive on challenges, embrace the unknown and lead with an innovative spirit. And we embrace our diverse team – because our ideas come from all angles, perspectives and corners of the world.

 

The Incident Management Analyst, must have the ability to work well under pressure. Highly proficient in spoken and written English. Strong customer service abilities, analytical, interpersonal skills required. Must have initiative and able to work with minimal supervision. Executive and professional facing presence.Executive and professional facing presence. Excellent work ethic and dedication

 

Responsibilities include but are not limited to the following:

 

• Monitoring the performances of various IT systems.
• Troubleshoot basic desktop issues and determine root cause of issues.
• Following escalation protocols for each IT component.
• Communicating with the appropriate audience on status on system outages.
• Tracking and documenting IT systems issues and compiling incident and Change reports.
• Hosting conference calls for critical incidents, gathering details of incidents and reporting on status of resolution.
• Create and manage different aspects with in the inhouse ticketing system.
• Triage tickets to the proper ticketing queue.
• Communicate with senior management in a clear and concise manner.
• Reviewing change requests for completeness as outlined by SOP and communicating with IT management.
• Ability to work independently with minimal supervision
• Responsible for meeting or exceeding service level agreements.
• Other duties and special projects as assigned.
• Work with IT and other teams to gather RCAs for all Incidents and Problems
• Creating and providing reports on Incidents and Changes.

 

RESUME SUBMISSION REQUIRED FOR CONSIDERATION

 

ERC is an Equal Opportunity Employer.

Job Overview

Date Posted

09/30/2021

Department

Information Technology

Location

Santo Domingo, Distrito Nacional, DO

Wage/Bonus/Pay:

Based on experience

Share This Job

Share on facebook
Share on twitter
Share on linkedin
Share on email
Share on telegram

Similar jobs

https://ercbpo.com/careers/apply/?c=Dominican Republic&site=Naco&jobid=9178

By continuing browsing our website, you agree to the use of cookies to personalize our services and provide you with a better experience. For more information about how we use cookies and to manage your cookie settings, please read our Cookie Policy.

By browsing this website, you agree to the use of cookies.

Privacy Settings saved!
Privacy Settings

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. Control your personal Cookie Services here.

Cookies set by the website visited by the user. The data collected is used for purposes like calculating page views, sessions, and the number of users.


Used to track and measure various website conversions.

Decline all Services
Accept all Services
hide