Service Desk Analyst
hace 4 días
**Position Purpose**:
EMEA Deskside Support Analyst is the point of contact responsible for supporting all end users within Europe and working with other internal IT and back office teams as required to resolve incidents and requests.
EMEA Deskside Support team liaise with peers in the IT teams of other regions providing direction, support and advice where required.
They ensure diagnosis and fixing of terminals, PCs, laptops, smart phones, iPads and MACs, working efficiently and tenaciously to complete allocated tasks for the Implementations and support functions of the business.
Accuracy and diligence are important in all tasks undertaken, taking pride in the successful completion of work and ensuring the customers' needs and expectations are fulfilled, ensuring minimum impact to operational.
EMEA Deskside Support team is also accountable for allocated support requests, incidents and tasks, ensuring these are completed successfully, up-skilling the Support Desk team where possible with a 'shift left' approach to working.
Some external supplier interaction will be required.**Primary Responsibilities**:
- Purchase and delivery of new equipment with high customer and vendor engagement skills
- Maintain minimum hardware stock and keep stock room tidy
- Fix all hardware issues and support all corporate IT equipment
- Manage third-party technical services for hardware repairing
- Assist on office moves and desk movements
- Support coordinating big live events
- Maintain Meeting Room's IT & Videoconference equipment
- Experience in setting up and supporting mobile devices and technologies such as iPhone/iPad, Android & Windows Mobile running various OS levels
- Participate in Starters & Leavers process
- Manage the day to day incidents logged via the internal ticketing tool ensuring SLA's are met
- Printers support (printer cards, contact with technical support, etc.)
- Participate in hardware and software rollout projects
- Proactively work closely with other IT departments to manage fixes and workarounds
- Actively participate in initiatives based on each site locally (H2H days, etc).
- Respond to any second-level support from Service Desk requests/calls
- Work with other departments and users inside and outside the IT community
- Deliver an outstanding level of customer service
- I+D: Capability to innovate and develop creative and efficient solutions
- Continuously look to improve and self-challenging
- Ability to work effectively with autonomy and low supervision
- Maintain an accurate tracking and/or IT assets inventory
- Ensure that all redundant IT equipment is disposed of or returned in accordance with Page policy
- Network & VoIP knowledge (patching racks, testing network issues, CISCO routers and basic level commands)
- Work to ensure that all devices are current and fit for purpose, undertaking refresh and replacement activity where required
- Create and maintain an updated knowledge base and provide IT trainings
- Be proactively up-to-date in corporate IT projects and become an expert in all technologies, environments, O.S. and SW used in the company
- Keep flexibility according to business need
Service Desk Analyst - English Speaker|Good opportunity to start a new challenge in a multicultural company
- Fluent in English and preferably another language
- Minimum of 3 year's experience in IT Support in an international company
- Experience with antivirus solutions and security standards
- IT degree or higher education preferred (not essential)
- Microsoft MCSE, MCP or MCA preferred, or working towards similar standards
- Microsoft Windows 7, 10 and Apple Mac
Terminal Services environments and desktop virtualization, Citrix XenApp
Networking, including LAN architecture, DHCP, VLANs, LAN, WAN, Wi-Fi, DNS
- Desktop and VOIP connectivity
- Video/Audio conferencing
- ITIL oriented
Food Voucher, Health Insurance, Life Insurance, Food Voucher
MEA Deskside Support Analyst is the point of contact responsible for supporting all end users within Europe and working with other internal IT and back office teams as required to resolve incidents and requests.
Service Desk Analyst - English Speaker - PageGroup SSC
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