IT Support Analyst – Information Technology

Job Description:

IT Support Analyst – Information Technology

Reporting to the Technical Support Team Lead, the IT Support Analyst provides IT Systems support, analysis and troubleshooting to all areas of the  Global business in a 24/7 service desk operation.

KEY RESPONSIBILITIES

• A Team player and must possess good knowledge of current IT standards and new technologies.
• Ability to learn and adapt to company CRM standards. Extremely well versed in logging all calls and emails in the incident handling system.
• Resolving incidents/requests while maintaining a high degree of customer service for all support queries and adhere to all ServiceLevel Agreements.
• Experience of ITIL is essential. The individual must possess good email etiquettes.
• Excellent interpersonal and communication skills, including the ability to communicate with senior management constituency.
• Ability to work independently, plan workload and deliver on commitments.
• Working knowledge on Windows operating systems. Knowledge of MAC OS would be added advantage.
• Must possess good knowledge of Networking, Hardware, Active Directory, DNS and DHCP configuration.
• Oversees the administration and maintenance of computers, printers and software
• Level 2 support for VMware, Citrix, MS Exchange 2007 & 2010, ActiveSync, FTP services & Microsoft LYNC infrastructure.
• Experience in Google Apps (G suite administration), Backupify would be added advantage.
• Ability to create knowledge articles, tips and tricks for the Knowledge Base. Share knowledge and experience with colleagues globally, providing assistance on technical issues.
• Works collaboratively with others in pursuit of team goals. Shares information and ideas with others and is willing to sacrifice own needs to achieve wider team or organisational objectives when necessary.
• Experience from working within a global environment Fluent English with British or US accent. Need excellent communication skills, present a strong customer service awareness and be able to liaise with both internal and external service functions. Need to be a self-starter with the ability to work on your own initiative with proven customer service skills and a passion for delivering high standards within the SLA framework.
• Delivers appropriate written and oral communication tailored to the customer’s requirements at a high level.
• Works to Company process and policy requirements. Provide first-line support including; Investigation and diagnosis through phone, remote support and mail. Work according to established processes and instructions.
• Escalate and follow up more complex problems to and from the relevant 3rd line groups.
• Works with energy and enthusiasm.
• Takes a flexible approach to work and encourages others to do so.

Professional/technical skills

• Demonstrates the relevant technical/professional skills related to the role. Makes decisions and solves problems based on sound technical knowledge.
• Ability to maintain pleasant working relationships.
• Ability to multi-task efficiently under pressure
• Ability to interpret a variety of instructions in written, oral, diagram or schedule form.
• Excellent time management skills.
• Ability to write reports, routine business correspondence and contribute to monthly management reports.
• Takes responsibility for own performance management.
• Promotes the  culture by living the values and leading by example

JOB COMPETENCIES

• Customer Focused: Goes beyond quality, delivery, reliability, and consistency - involves focusing one’s efforts on finding what a customer needs, before the customer themselves are even aware. Using this information and addressing and meeting the requirement.
• Innovation: Thinks creatively to ensure business goals are achieved and take actions to develop innovative solutions. Employees may need to find genuinely novel approaches to reduce costs, change working practices and processes, as well as to develop new opportunities.
• Results Focused: Ensuring you are a finisher as well as a starter; it involves measuring and monitoring progress and keeping an eye on the bottom line. It is important that when the change of pace is intense, distractions do not take over, and initiatives started are completed. 
• Team Player: Commitment to the organisations’/ departments’ common goal, a focus on what is best for the business rather than suits the individual. It involves communicating, sharing and supporting and it goes much further than meeting others halfway, it is about putting effort into building good working relationships, taking the initiative when others are slow and not being put off by negative responses. 
• Team Leadership: Working with colleagues, with or without line management authority to achieve results through enthusiasm, motivation, commitment, and determination.
• Strategic Thinking: Able to recognise patterns and create new concepts and models to explain situations that are conflicting. Has the ability to not only understand the conflict themselves but also present it to others using creative, conceptual, and inductive reasoning.