Client Analyst Support (m/f)

Description

• IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite
• Providing technical assistance and support for incoming queries and issues related to computer systems, software and hardware, mobile devices, printers, IP phones, and video conferencing systems
• Registration of incidents and support requests in an approved ServiceDesk tool (ServiceNow)
• Processing, classification, error analysis, solution and documentation of incidents and requests
• Forwarding of incidents and support requests to other company entities including tracking
• Directory service related activities e.g. new user account creation, change permissions
• Testing and evaluation of workplace related hardware and/or software (definition of company standards)
• Consulting and purchasing of IT equipment initiated by a customer request but adhering to company standards
• Rollout and implementation of IT equipment (PCs, notebooks, telephones, printers, Blackberries, iPads, mobile phones and so on) including quality check
• Support of email push services (currently Blackberry and ActiveSync)
• Support and implementation/deployment of applications and other workplace software
• Moves and changes support
• Interface between IT Operations, customers and external IT service provider within the Italian Group

• Project experience in an international environment
• Very good Italian skills are essential
• Technical skills regarding Microsoft Windows 7, iOS, Blackberry 10, Video Conferencing Systems (Cisco, AMX, Tandberg), Cisco IP phones, Active Directory MDM, Microsoft Exchange, VDI are mandatory
• Networking skills and experience with troubleshooting (cabling issues, fw, Vlan …)
• Technical skills regarding ServiceNow, Bloomberg, Thomson Reuters, Cirrato FollowMe printing solution are beneficial