Service Continuity Analyst

Answer inbound phone calls and online chats and provide customer-focused support by identifying and providing solutions to technical challenges. Monitor systems, dashboards, emails, Teams chats, batch-jobs and other areas for potential outages, degradations, and other potential events. Post alerts for planned maintenance and unplanned outages. Reach on-call resources that can respond to and engage in resolving outages. Reply to inbound portal tickets submitted by customers and follow up on outstanding tickets in order to advance customer issues to final resolution. Respond to requests for DNS and DHCP changes. Participate in trainings, weekly meetings, one on ones, and professional development. Knowledge, Skills and Abilities: Excellent customer service skills. Knowledge of computers, networks, and remote troubleshooting techniques. Skill in providing information technology-related customer service and training to users with varying levels of technical expertise. Skill in analyzing computer hardware and software problems. Ability to work as part of a team. Ability to organize work, manage time, and balance multiple priorities. Ability to effectively communicate verbally and in writing.