IT Support Analyst

Your Role with the Company

• Recording and processing incidents and service requests according to process specifications.
• Communicating with users to understand issues and known solutions.
• Closing and documenting incidents according to process specifications.
• Forwarding incidents which cannot be resolved by the IT Service Desk to the specialist groups in the downstream support in line with the process specifications.
• Initiating escalations via designated management according to process specifications.

Background Profile

• Experience of customer service ideally gained in a customer facing environment
• Flexibility to work shifts
• Experience with Windows Client
• Experience with Microsoft Office
• Basic knowledge of the Windows Active Directory and domain concept
• Basic knowledge of PC hardware and mobile devices (e.g., PDA, MDA, Apple/Android products)
• Network knowledge (TCP/IP)
• Experience with VMware
• Fixed network telephones, cell phones, VoIP telephones

Soft Skills Profile

• Able to communicate effectively with the team, corporate customers of different technical expertise and all levels of management
• Ability to efficiently resolve customer’s problems and escalate further as appropriate according to Company procedures
• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
• Ability to work well under pressure, set priorities and comfortable making decisions
• Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn

All your information will be kept confidential according to EEO guidelines.