Technical Services Analyst

2 weeks ago

Cape Town, Western Cape, South Africa Euromonitor Full time

Overview of the role:


The Support team provides helpdesk support to all our staff working on-premises or remotely, and client users experiencing issues with their use of Euromonitor digital services.

There are two roles that Support team members fulfil, the Technical Services Analyst and the Digital Services Analyst.


The Technical Services Analyst works to provide service to our colleagues by responding to incidents and requests raised on the support system in line with our standard working practices.

A key part of the role is to ensure that all details of issues that are logged and the work done to resolve them is recorded on the system, so that all users of the global support team can see what activity has occurred on a ticket.

The Technical Services Analyst takes responsibility for resolving first and second line issues whenever possible.

An important element of the role is communication with internal users and the rest of the team to ensure that they are up to date with progress on requests.


The role of the Technical Services Analyst focusses on delivering and improving desktop services to our colleagues working in our offices or remotely.

This role contributes to the delivery of project work designed to improve the services offered to our colleagues or to improve the efficiency and effectiveness of the team in delivering work.

The Technical Services Analyst is accountable for the quality of the work delivered to colleagues.

Requirements:

Key responsibilities:

  • Provisioning of desktop hardware and other devices for end users.
  • Providing technical support for company devices and network connectivity.
  • Installing and configuring software systems.
  • Managing access to systems including the Microsoft 365 portfolio
  • Responding to alerts raised by end point protection systems
  • Ensuring colleagues can work anywhere and have a consistent experience
  • VIP support and services for the Leadership team
  • Managing access to information and controlling access to that information
  • Ensuring work is carried out in line with security best practices
  • Managing and maintaining meeting room equipment

Work will be managed by;

  • Recording and responding to user queries using the support system.
  • Maintaining ownership of user problems until a mutually satisfactory resolution is obtained.
  • Escalating issues appropriately to your other team members or other teams.
  • Recording the details of investigations and fixes on the system.
  • Highlighting persistent problems.
  • Building documentation and KBAs to share knowledge across the team.
  • Training colleagues in the use of new services.
  • Participation in team meetings when required.
  • Planning project work in partnership with the management team.
  • Executing project work as agreed with the management team.
  • Documenting progress on work items in Azure DevOps as agreed with the management team.

Skills and Proficiencies required:

Excellent communication skills - both verbal and written

Excellent organizational skills

Demonstrated experience of providing high quality customer support

Demonstrated experience supporting Microsoft Office 365

Understanding of digital product architecture

Experience working in Microsoft Azure environments would be beneficial

Capability to provide training on support related issues.

Knowledge of MS Office/Outlook.

Experience of troubleshooting Windows 11

ITIL Foundation certification

Benefits

International:

Not only do we have a very multinational workforce in each office, but we are all dealing with our 15 offices worldwide on a daily basis.


Flexibility:
Euromonitor has adopted a hybrid working approach, with a minimum of two days in the office per week. You also have three weeks to work from anywhere.

Benefits:

We offer competitive salaries, medical aid contributions and a Core Hours policy allowing flexible start and finish times to each day in many of our offices.


Opportunities to
grow:

The majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards.

We pride ourselves on identifying and rewarding talent.

Committed to making a difference:
We think that people are looking for something worthwhile in a company beyond the workplace.

Our extensive Corporate Social Responsibility Program gives each member of staff two volunteering days a year in addition to holidays.

It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.


Euromonitor International is an equal opportunity employer: We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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