Sr. Program Analyst TS

Act as a member of the Windows Active Directory Domain Administrator Support Team in providing timely and efficient support to assigned operations Troubleshoot Active Directory authentication and LDAP configuration issues Work with other senior staff members to resolve escalated, complex incidents related to AD and VPN. Continually seek opportunities to improve our existing AD. Device Management and security controls through GPO Daily user support for all Access issues Maintaining security, standards and high availability of AD architecture Provide effective and efficient support to our users while logging this information in our Service Desk ticketing tool. Field incoming help requests from end users via telephone, e-mail and ticket logging system in a courteous manner. Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem and incident management procedures (based on the ITIL v4 standards). Ensure that all calls and issues are dealt with in a timely and efficient manner. Evaluate documented resolutions and analyse trends for ways to prevent future problems. Identify and learn appropriate software and hardware used and supported by the organisation. Field incoming help requests from end users via telephone, e-mail, portal and ticket logging system in a courteous manner. Escalate calls to the relevant work stream in a timely manner. Report all suspected information security incidents and breaches Understand and adhere to all established CTM and IT policies, standards and procedures, especially Information Security policies and operational procedures. Create new starter profiles within Active Directory, office 365 and all other applications as requested in the request, as part of the New Starter procedure. Change user profiles as part of the Mover procedure. Offboard users as part of the Leaver procedure. Troubleshoot Handoff & access related issues Following the asset management procedure, ensure Assets are correctly logged and accurately maintained.

Bachelor