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IT Support Analyst
Il y a 3 mois
Job responsibilities:
- In line with the organizations objectives and business needs, provide functional and technical support in the workplace services area.
- Provide workarounds and solutions, monitor work to completion, and the resolution of user problems based on Service Level Objectives
- Identify, log and analyze issues, breakdowns, malfunctions of materials, equipment and specific installations, where necessary escalating to the Service Desk manager
- Procurement, Management, installation and maintenance of IT equipment of multiple hardware platforms
- Liaise and negotiate with equipment vendors and service providers to maintain costs within the constraints of the IT budget
- Participate in IM&T service testing, deployment and stabilization
- Ensure security rules implementation as per the group policies
- Carry out user training on computer hardware and software
- Manage the inventory of the IT Hardware for your designated sites
- Preparation of new users workspace, setting up and configuring the users equipment
- Create / Maintain knowledge base articles and documentation related to processes /procedures / issue resolution, sharing the information with other team members
- As the L2 Service Desk analyst, you will be required to coordinate with, and assist the Infrastructure and Application Solutions teams to help them carry out onsite tasks that require a physical presence.
- Assist the service desk manager with the management of local WPS projects
- Maintain and stay current with evolving information technologies
- Contribute in all aspects of continuous improvement
Profile:
- Good problem solving skills
- The ability to work alone or as part of a team
- Be proactive and self motivated.
- Have good communication skills, being customer focused
- Speaking English / French is mandatory.
Technical skills:
- Strong knowledge of Microsoft based operating systems
- General knowledge of IT infrastructure : LAN, WAN, Windows server, Active directory
- Good knowledge of IT hardware (PC, printer, Scanner, smartphones etc)
- ITIL qualification is preferable but not essential
- Good knowledge of standard business processes
- Previous experience of Service desk support roles minimum 2 years
