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We are looking for an experienced Senior IT Service Desk Analyst to join our External Connectivity Operation Team supporting network connectivity services for our client. The client-based CCR system is where the Internal Administrators register all type of Network Connections (Firewall, Proxy, IP, SecACL, AppSense, Network Segmentation, Internet Baseline). The role will be responsible for supporting the internal users via mail, ServiceNow or phone if any question or issues appear regarding the CCR system, as well as registering the AppSense request into the CCR system. The main goal is to analyze, help, document and work with partner teams to solve any CCR and AppSense request or issues.
Job Responsibility
Assist business requestors regarding any Connectivity related issues, via e-mails, Teams, Network Segmentation Requests or ServiceNow tickets
Analysis of the incoming CCR issues' details and promote the solution
Assist business requestors with gathering necessary business and technical details required to complete request entries on TPA AppSense requests
Analysis of AppSense connectivity requests and registering into application
Support internal and external audits of the various processes and procedures in use
Support external connectivity risk and reconciliation technical research
Support the ServiceDesk processes
Collaborate with the other External Connectivity Teams
Participate in projects and ad-hoc tasks
Check the ongoing ServiceNow issues and providing feedback, analyzation
Escalate the CCR tool related issues to L2 and / or L3 Dev team based on the analyzation of the issue
Collaborate and resolve complex issues regarding CCR and its tools (SN, Skybox, CSI, etc)
Create and update process document for all SD process and keep them up-to-date
Requirements
Microsoft Excel data manipulation – pivot tables, filtering, sorting
Intermediate understanding of network infrastructure, specifically knowledge of AppSense technologies
Good communication skills
Good / quick analytical skills
Fluency in English
Nice to have
Networking certifications a plus (CCNA, ICND1, CCENT, CompTIA Security, etc.)
Basic understanding of AD Management Tool (ADMAN) a plus