Information Technology Desktop Support Analyst

Role Summary

5 Roles - 3 x English speaking / 2 x German / French (bilingual) Speaking

Desktop Support Analyst roles

will be supporting internal users in a fast paced, high energy environment. You will have the opportunity to learn internal applications, as well as supporting traditional windows and infrastructure technologies. This is a great opportunity to join an impressive organization, with the opportunity for career development, and progression. 

Essential Responsibilities

·       Provide 1st/2nd line technical support covering all areas of IT (Software / Hardware) deployed to the desktop

·       Provide support and troubleshooting of Microsoft Teams phone system 

·       Proactively respond to all logged tickets via the service desk application 

·       Install, upgrade and support Windows OS via our imaging application as well as any other authorized applications.

·       Provide excellent customer service

·       Manage desk moves and changes, including the starter/leaver process

·       Proactively monitor IT systems and preventative measures taken to reduce system downtime

·       Adhere to all IT security policies and assistance in enforcing and monitoring of IT security policies.

·       Produce "how-to" guides on systems usage to aid customers and other technical support staff;

·       You will also work closely with the other parts of the Technology Services team, in particular, the core networking and security team.

Desired Characteristics

·       

Creative thinker, being able to think outside the box

·       Have excellent communication and interpersonal skills

·       Strong analytical and problem-solving abilities

·       Ability to function well under pressure / be comfortable with delivering at pace

·       Self-motivated, organized and able to work on their own initiative

·       Thrive in a fast-changing environment and be dedicated to continuous improvement

·       
Show dedication to quality service levels for their stakeholders

·       
Understanding business requests as related to gathering data and supplying meaningful reports

·       
Ability to develop effective working relationships with customers, co-workers and administration

·       Proven experience of 1st/2nd line support experience 

·       Good experience with Microsoft technologies across the board (e.g. Windows 7, 10)

• Understanding of networking protocols and principles
• Desktop Imaging and standard build creation
• Knowledge of telephone systems (e.g. SIP)
• Exposure to Cloud solutions (e.g. Office365)
• Server Exposure, AD, VMware, File/Print servers
• Understanding of organizational and server security best practices

Qualifications

• Work experience as a Desktop Support, Technical Support Engineer or similar role
• Hands-on experience with Windows/Linux
• Working knowledge of office products and Desktops, Laptops, computer peripherals, like printers

and scanners

• Knowledge of network security and anti-virus programs
• Ability to perform remote troubleshooting
• Excellent problem-solving and multitasking skills

·       
Microsoft Office products: 2-4 years 

·       
Prior experience with ERP/MRP systems a plus

·       
Utilize the latest Office 365 Suite of applications to simplify processes and share information

·       
Understanding data analysis and evaluation of IT systems and their specifications 

·       
IBM iOS or Infor LX basic knowledge is a plus 

·       

Understanding Network Printing a plus 

·       
Ability to sit at desk 80% of workday

·       Ability to lift 50 lbs. over your head

·       
Ability to use computer 80% of workday 

.
ITIL Foundation (desirable)

·       MSCA Certification (desirable)

Salary and Benefits

• Highly competitive salaries and benefits. / US and EU working hours