Support Analyst-1

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KEY EXPECTED ACHIEVEMENTS
Incident Management Identifies impact and validates priority. Provides technical and functional analysis Provides the solution to users. Identifies and communicates potential workarounds. Informs users on the status of incident processing. Provides the link with level 3. Continues from the handling of the incident until its closure.
Service Request processing. Takes into account RH requests Processes RH or forwards it to a contributor Informs users on the status of RH treatments. Continues the treatment of the RH until its closure
Contributes to the analysis of root causes linked to incidents, (Problem Management) Participates or even leads the analysis of root causes of incidents. Transmits the result to the contributors in charge of implementing the patches.
Exploits the monitoring of services. Exploits the monitoring set up by the construction and/or infrastructure teams. Takes into account the alert and informs potential contributors to anticipate impacts on users
Validates changes in production (change management) Analyses exchange requests to measure their impact on users. Rejects or accepts the change based on his/her analysis. If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. If the exchange is rejected, provide arguments to the exchange coordinator.
Contributes to the continuous improvement of applications. Feed back to the development teams the potential improvements detected by the users or by themselves.
Capitalizes the knowledge acquired. Ensures the capitalisation of lessons learned from its activities.