IT Support Analyst

IT Analyst

Job Location- 16600 Swingley Ridge Rd. Chesterfield, MO 63017 (Hybrid)

Experience Level-8 to 10 Years

Reporting to the Director, Regional IT Operations, the IT Support Analyst provides first and second-tier support for all levels of regional IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. This will be an in-office position at RGA's London office, minimum of 4 days a week. Proven understanding of a wide range of end user computing technical requirements, hardware knowledge and troubleshooting. Uses detailed knowledge of the RGA infrastructure environment to effectively deliver IT and business requirements. Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provides customer oriented follow-ups in a courteous, efficient and timely manner. Records, dispatches and closes service requests using Service Now software. Is a key role in internal change management, purchasing and communications procedures. Reliably understands, clarifies and executes assigned tasks and activities raised by international specialist IT teams, acting as integrated part of the global team.

Primary Functions:

• Maintain high customer satisfaction by representing IT courteously, professionally, and effectively
• Responsible for first and second level support and appropriate follow ups of IT systems in the region including PC's, printers, servers, and related IT equipment
• Clearly document and effectively prioritize client requests into RGA ticket management software
• Responsible for coordinating support of office building related IT issues such as network room power, UPS, HVAC, telephony and collaborative tools such as video conferencing
• Provide first level troubleshooting for VoIP phone and network communications
• Clearly identify, isolate, document, and define problems; resolve them in a timely manner when able, and escalate them to the appropriate team/owner according to SLA processes
• Complete required activities, delegate tasks to other regional technical associates as appropriate and deliver projects/tasks to requirements.
• Install software, desktop/laptops systems and peripherals
• Update documentation & provide basic training
• Provide mentoring & ongoing assistance/instruction to new technical associates
• Maintain and organize inventories
• Manage and organize support information knowledge base
• Proactively identify areas of improvement to management, and lead/participate in solution design
• Respond to and adhere to on-call rotation during EMEA regular working hours for the team
• Follows standard operating procedures, policies & direction.

Experience and Skills:

• Knowledge of Windows desktop environment
• Knowledge of Windows Server environment administration (AD, Exchange)
• Ability to work efficiently as part of a global team environment
• Ability to work well independently and be proactive with task and time management
• Ability to diagnose software and hardware problems
• Effective oral and written communication skills
• Effectively manage relationships with all levels of internal stakeholders
• Prior experience working as part of global project teams
• White-glove executive service and support

Qualifications:

• Post-Secondary Education graduate
• 4+ years of pertinent experience
• Project management experience highly regarded
• Fluent English Language skills both spoken and written

Required Skills:

• A+, Network & Microsoft Certified Desktop Support Technician preferred
• Proficient with Windows desktop environment (Win 11 & M365)
• Proficient with:
• Basic TCP/IP networking
• VoIP Telephony
• Windows Terminal Server end user support
• Mobile device support iOS devices
• Printer technologies
• Video conference & meeting room technology
• Dell workstation hardware
• Excellent communication & organizational skills
• Strong telephone and customer service skills
• Strong analytical and problem solving skills
• Availability to work overtime, as required