IT Support Analyst

工作内容

On a day-to-day basis, the IT Support Analyst will provide comprehensive technical support services to Aprimo personnel. Under general supervision from the Director of Information Technology, the IT Support Analyst is responsible for receiving user tickets, through electronic systems, while properly documenting all actions taken and communicating effectively with the user community throughout the life cycle of a ticket. The IT Support Analyst will look to resolve intermediate to complex computer software and hardware problems by applying troubleshooting and problem-solving skills. The IT Support Analyst will also install and configure company standard applications and support key service-level goals including response time and end-user satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Ensure compliance with all company policies and procedures, including safety rules and regulations
• Deliver the highest quality front-line technical support to on-site & off-site personnel
• Communicate with client as required: keeping them informed of incident progress and proactively reaching out for updates
• Recognize when service requests require escalation and properly handoff ticket
• Complete assigned tickets in a timely manner within the defined SLAs
• Tracks and documents details of work performed including resolution steps in the IT Service Desk incident management system
• Staying up to date on emerging technologies, trends, and best practices, and makes recommendations to improve services, processes, and procedures
• Develop communication and working relationships with the IT team
• Serve as point of contact in the office for building access and alarm, mobile phones, hardware purchasing and asset tracking
• Additional responsibilities and duties may be assigned as required

Preferred Experience:

• Bachelor’s Degree or Vocational school degree is preferred OR equivalent work experience
• At least 2 years of IT support experience
• Previous call center, computer support, or customer service experience
• Basic experience with Microsoft Active Directory and/or Azure Active Directory
• “A+” Certification is preferred but is not required
• Microsoft Certified Professional Certification is preferred but is not required

The successful candidate will possess:

• Fluency in Dutch and English
• Managing one’s own time, requires self-motivation with autonomous work ethic
• Ability to work in an office environment and part of a virtual team
• Ability to communicate effectively with all levels of the organization
• Problem solving and organizational skills with the ability to exercise sound judgement in any customer service scenario
• Excellent desktop support technical skills with the ability to support and troubleshoot Microsoft Office 365, and Windows Operating Systems
• Ability to gather information and formulate questions to fully understand issues
• Reliable, responsible, and dependable to successfully fulfill obligations

Physical Requirements: