Desktop Support Analyst

The IT Support Technician plays a crucial role in the global IT organisation by ensuring a high performance of the service and customer satisfaction in the function that is the face of IT. The IT Support Technician is part of the global IT Support and End User Services organisation and manages supports end users and their workplace equipment in their respective region.
The IT Support Technician reports to the Regional Team Lead IT End User Support & Services.

Major Responsibilities
Responding to tickets including initial triage
Ticket resolution based on Knowledge Base articles and Standard Work
Escalation of tickets as required as per Standard Work
Procurement of IT equipment and services via standard process
Liasing with existing vendors
Installation, configuration and support to all hardware including laptops, desktops, printers, phones etc.
Installation, configuration and support to all software including Windows, Microsoft Office and other company applications
Support of company mobile devices
Management of Users and Groups in Active Directory
Tasks related to onboarding/offboarding of users
Basic troubleshooting of VOIP related issues
Basic support of telephony
Basic network troubleshooting
Contribution to activities supporting network security and compliance
Creation and review of knowledge base articles
End user training where relevant
Maintain an excellent level of customer service

Selection Criteria:
Working experience with IT hardware such as desktops, laptops, printers etc.
Basic networking knowledge
Professional level knowledge of MS Windows (Client and Server), MS Office, M365 and other typical desktop applications
Excellent communication skills, both verbal and written
Excellent command of English language, both oral and written, additional languages are a plus
Working knowledge of general IT related Business Administration Processes
Ability to create and maintain professional business relationships
Basic problem solving
Ability to meet deadlines and manage stress effectively in high-pressure situations
Ability to self-motivate with a positive attitude
Driven to develop new skills

Education and Experience:
Completed IT apprenticeship or Bachelor degree in Computer Science or comparable experience / knowledge

Travel: <25%