IT - Support Analyst

Purpose

To take responsibility for telephone, mail & onsite IT service delivery to end-users and the administrative and organizational follow-up of tickets (incidents, request & changes) & updating CMDB, in order to provide a tangible and fast end user IT service.

Additionally the purpose of this role is to also maintain the IT-infrastructure, resolve structural problems in order to ensure that the continuity and efficiency of the IT-infrastructure meets the needs of the organization and in order to guarantee its optimum availability and adherence to agreed service levels.

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.   

1.       Offer first line support for incidents in order to restrict and prevent an interruption of the IT services.

2.       Use Topdesk as the ITSM tool from Ravago.

3.       Update procedures and configurations in order to offer the necessary tools to the first line to ensure the stability of the environment within the agreed service levels.

4.       Help ensuring a continuous service order to guarantee the agreed service levels with focus on the end-users.

5.       Be responsible for technical realizations and take care of the necessary installations and configurations of the hard- and software in order to implement IT infrastructure in a successful way.

6.       Inform, train and guide end-users to ensure that systems are used in the best possible manner and as efficiently as possible.

a.       By creating and updating FAQ documentation

7.       Stay well informed about the evolutions within the specific field, keep his/her knowledge up-to-date within the context of new developments in order to strengthen his/her credibility by offering a service that is continuously based on updated knowledge.

8.           All other duties as assigned

Supervisory Responsibilities

1.           Not Applicable

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.           

1.           Strong communication skills, keen listener, professional verbal, and written skills.

2.           Strong ability to work in a team setting and also have the ability to perform as an individual contributor.

3.           Ability to diagnose and resolve complex technical issues independently or by escalating as needed

4.           Be proactive in training and seek out knowledge as needed to perform job responsibilities

5.           Flexible. Able to cope with multiple/changing/competing priorities and deadlines with a high degree of optimism, professionalism, and collaboration.

6.           Team attitude and always willing/motivated to assist others.

Minimum Qualifications/ Education / Experience / Certifications

1.           Education:

a.           Bachelor's degree or related training equivalent - preferred

b.           Minimum of 5 years of relevant work experience in similar title and scope of responsibility - preferred

2.           Systems Experience:

a.           Windows Operating System and Microsoft Platform Tools is required (Mac OS is preferred)

b.           Knowledge of mobile devices is required (iPhone, iPad, Android)

c.            Familiar with various Web Based Conferencing / Communications applications – required (Teams, Zoom)

d.           Microsoft Office Suite, Teams and SharePoint

3.           Licenses / Certifications:

a.           Valid driver’s license – required

b.           Related IT Certifications is plus

4.           Language:

a.           Proficiency in English required, Dutch or local language (preferred)

5.           Cultural Experience:

a.           Similar size organization – preferred