IT Service Desk Analyst (Junior/Senior)

The successful candidate will provide a single point of contact (SPOC) providing excellent customer service and high quality technical support.  They must be well organized, self-motivated, punctual, and flexible in their approach to work.  He or she must also be able to prioritize a variable workload and know when to escalate an incident or problem appropriately.  They will be required to communicate effectively with pressurized users at all levels, often whilst under pressure themselves.  

English language is mandatory, while Italian, Spanish, French or German are highly appreciated for the role. 

General Summary:

• Primary contact relating to service requests and incidents.
• To carry out initial diagnosis on all logged incidents and take appropriate steps to resolve on a first time fix basis ensuring that all details are captured.
• To proactively comply, implement and embed IT service management good practice, such as the ITIL Framework, in all areas of work and ensure that positive contributions to all parts of the IT service management lifecycle are made at all times.
• Escalating incidents and problems using escalation paths and where necessary to management or third party suppliers
• Troubleshoot hardware and software issues
• Ensuring that a high level of customer service and support is provided
• Performing user and network administration tasks as required
• To ensure the confidentiality, integrity and availability of corporate information assets and systems and, where appropriate, ensure preventative measures are undertaken to help mitigate the risk of a security incident occurring including reporting any security breaches or exceptions.
• To proactively build and develop a positive reputation for the IT Service by acting as an ambassador when dealing with other colleagues, customers and external partners and ensuring a positive customer and focused approach at all times.
• Providing assistance as required to IT Leadership Team

Responsibilities:

• Diagnosing and resolving technical issues on your own and as part of a team
• Proactively keep the Customer informed of any progress on their incident/service request.
• Assist with troubleshooting and resolving infrastructure issues
• Provide support to customers via telephone, email and remote control
• Take ownership of customer complaints, to accept, further investigate and ultimately resolve any incidents that are received or that are passed from other IT Service Functions or IT Leadership Team.
• Confident, clear and professional telephone manner
• Log tickets via the ITSM Tool using incident, problem and change methodology
• Excellent written and verbal communication skills
• Creating and maintaining documentation/knowledgebase which can be used by various audiences
• Maintain accurate inventory of all hardware and software resources
• Liaising with 3rd parties
• Following processes and procedures
• Carrying out daily check on firm’s infrastructure systems

Preferable technical skills:

• Strong knowledge of Microsoft Windows 10
• Strong knowledge of Microsoft Office
• Strong Knowledge and understanding of TCP/IP / DNS / DHCP / Active Directory
• Good knowledge of Avaya VOIP technologies
• Good knowledge of Microsoft Windows server 2008 and above
• Good Knowledge of Exchange
• Good Knowledge of HP Printers
• Good knowledge of Citrix/ XenDesktop
• Good knowledge of Networking topologies (including firewalls, routers)
• Good Experience of working with Virtualisation technology

The individual:

• Customer centric
• A strong desire and focus on continued improvements and personal development
• A desire to be part of an overall team and achieve team goals
• Strong communicator
• Excellent problem solving skills
• Proven ability to work under pressure and with other people
• Strong time management and self-motivation skills
• A lateral thinker
• Keeping up to date with current industry trends and emerging technologies and best practices

Benefits: 

• Base salary and career path 
• Discretionary yearly bonus 
• Lunch tickets 
• Work from home possibility 
• Working schedule Monday to Friday
• Excellent office environment (Tudor Office Center Building) 
• Monthly celebrations 
• Multiple languages bonus