The IT Support Analyst is responsible for providing customer sensitive and responsive technical support to our users in global offices. Also need to ensure a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.
We would expect from you to:
Provide technical support to staff on complex IT issues;
Resolve service desk incidents and requests in a professional manner;
Accurately records all diagnostics, communications and resolutions in the service management toolset;
Ensure effective first & Second line investigation is completed before escalating to third line;
Retain ownership of all incidents and requests, through to completion irrespective of the assignment group;
Resolve incidents within the defined SLA/OLA;
Fulfill requests within the required timescales;
Aim to resolve all incidents and requests first time;
Answer telephone calls presented within the OLA;
Draft articles for publishing in the knowledge base;
Ensure issues, reopened incidents and urgent issues are escalated immediately to the Service Desk Lead;
Confirm incident resolution with the end-user prior to marking an incident as resolved;
Share knowledge & collaborate with other team members often;
Key process accountabilities are Incident Management, Request Fulfilment, Knowledge management, continual service improvement and trend analysis to identify recurring issues/problems;
Responsibility of IT equipment procurement, CMDB management and vendor management;
Participates in moving and installing IT Services equipment and software;
Have a strong ability to manage own time effectively and deliver against multiple tasks with minimal supervision;
Highly organised with an ability to remain focused and flexible in an ever-changing environment;
Ability to take ownership and solve problems independently;
Excellent communications skills in English;
Ability to travel as you will support other offices across Europe and UK, if needed;
Monitor and manage offsite backups.
Our ideal match has:
3-4 years of similar experience;
ITIL Foundation Certified;
Experience in troubleshooting: Desktop and Laptop, Telephony i.e. Cisco and Mobile Device Management technology, Printing, Supporting various technologies (Email, i5/OS emulators(AS400), Active Directory User management;
Microsoft Certified Technology Specialist will be an added advantage;
Understanding of Cloud Technologies (like AWS, Azure, Google Cloud, Open stack);
Understanding of networking concepts like DNS, DHCP and TCP/IP protocols;
Experience in VMware vSphere product suite;
Knowledge of Windows/Mac Operating Systems;
Knowledge of Microsoft Office applications;
Thorough understanding of how Incident Management interfaces with other ITIL processes and the value it can deliver.
A knowledgeable, high-achieving, experienced and fun team.
The chance to be part of a rapidly growing company and the next success story.
Free and healthy meals for all our colleagues.
Private health insurance.
We take care of the people we hire and the teams we build. We mind.
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