Overview
The key responsibility of the Site Support Analyst is to provide assistance for all users who have encountered problems with their desktop related items such as hardware, software, applications, printing, iphones and telephones. To deliver user requests, these include the configuration, build and installation of hardware, installation of software and applications etc.
This is an office based role and the expectation is to be onsite 5 days a week.
Key Responsibilities
* Support of PCs, laptops, telephones, soft phones, mobile and desk handsets, printing and printing devices, smart devices, digital scanners.
* Support of applications and software both external and internal; external applications include all Microsoft products.
* Configure, build and install hardware; responsible for patching of all desktop devices and up-to-date antivirus. Set up and maintain training and meeting rooms with required hardware. Set up and manage video and collaborative conference calls.
* Process help desk tickets for employees and contractors. Update company systems with knowledge guides, ticket updates and inventory items as required.
* Participation in projects and initiatives such as: Office Moves and Real Estate Initiatives; Hardware Refreshes; Major Software Roll Outs; Desktop Migrations; Security Implementations and Compliance issues; Standardisation of End User Services to align the EUS catalogue of services globally; Train and guide staff on hardware and software usage; Document resolution to desktop issues, propose solutions to root cause problems; Interact with 3rd party vendors to drive and resolve specific technical problems; Identify opportunities to improve, automate, or simplify processes or systems.
* Provide assistance in other countries in the EMEA region when required – this can comprise remote support of problems or onsite visits.
Experience
A minimum of 3 years in technical support roles for end-users.
Knowledge
• Microsoft Certified Desktop Support Technician certification a plus
• Strong understanding of PC hardware skills and an interest and eagerness in technology and support for end users
• Knowledge of Mac OS/Apple iOS a plus
• Advanced level of English
Soft Skills
• Communication skills to interact with users of different technical levels.
• Proactive and service-oriented attitude.
• Ability to prioritize tasks and handle multiple requests simultaneously.
• Collaboration with other departments, such as IT, to ensure operational continuity.
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