WYNTECH SRL

Support Engineer

• Monitor and evaluate NMS indicators;
• Analyze data collected in satisfaction surveys;
• Analyze and inform the TRIBUNAL of any impacts on operations and the risks associated with changes requested by the TRIBUNAL to standards, systems, and service procedures, proposing mitigation actions;
• Analyze overall service performance using quality management tools;
• Calculate and report contractually specified indicators;
• Perform the activities described in Annex VIII – Curation related to the professional profile;
• Evaluate existing processes to identify possible improvements and propose action plans to improve service delivery;
• Collect feedback from the TRIBUNAL about support teams to identify areas for continuous improvement in support processes;
• Coordinate audits of remote service records;
• Apply statistical processing to the data involved in the support process, presenting monthly charts and reports containing means, standard deviation, trends, correlations, stratifications and decompositions, simulations, projections, and other analyses requested by the TRIBUNAL;
• Define metrics and, based on them, measure individual and team performance with the objective of promoting continuous service improvement;

Junior IT Support Analyst

Analyst

• Act to ensure the achievement and maintenance of appropriate service levels;
• Execute activities described in Annex III – Remote and on-site support, compatible with the professional profile;
• Maintain clear and effective communication (oral and written) with users, explaining solutions in an understandable manner;
• Provide status updates on requests whenever requested;
• Use all guidance from the knowledge base to handle requests;
• Perform other activities not listed among the responsibilities in this document but covered by the Service Desk function in the ITIL framework;
• Perform tasks of the same nature and level of complexity that are compatible with the position.

Junior IT Support Analyst

Remote Customer Service Analyst – B3, TJMG