What are the responsibilities and job description for the Help Desk Technician position at Randstad Digital?
Provides technical support to diagnose, analyze, research, and resolve moderately complex computer incidents for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.
Performs work in adherence with IT Service Management best practices.
Supports delivery teams in their release activities.
Helps to ensure currency data in configuration management tools (i.e., Athena,
APRM, ServiceNow).
Administers simple to moderate security vulnerability remediation.
Watches end-to-end production business and flows, paying special attention to
completion of batch flows and those with financial impact to ensure data currency.
Installs simple to moderate software upgrades and configures changes, including
planning, scheduling, testing and coordination.
Supports test environments, including code moves, file creation, special batch run
creation, configurations changes, batch flow monitoring and online support, including
the refresh of test data if needed.
Proactively and reactively manages processing events to meet Nationwide’s internal
and external commitments.
Delivers application functionality and services against defined Service Level
Agreements (SLAs) and Operating Level Agreements (OLA).
Maintains operational knowledge of platforms, technologies and applications.
Assists in the application or infrastructure production reporting/analysis and technical
support services.