IT Support Analyst

Brussels  ‐ Onsite
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Description

Mission

  • will provide onsite primary technical support to VFS end users on various technical issues and problems relating to hardware, software and peripherals.
  • will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.
  • must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate Group IT colleagues.
  • will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.
  • will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.
  • may require independent work, sharing information and assisting others with work orders.

Responsibilities

  • Provide exceptional customer service to VFS end users on the IT services in person, via phone and email as appropriate
  • Think out of the box to find end-user solutions to accommodate business needs in a timely manner and efficiently
  • Resolve help desk issues including troubleshooting hardware and software issues
  • Manage IT equipment requests and access rights: computers, monitors, phones, subscription, printers, conferencing
  • Lead special activities related to the Business and/or IT infrastructure project roll out support (eg Win10, special projects.)
  • Escalate business requirements and local business needs through appropriate channels
  • Secure efficient usage of IT services at site level and perform user administration duties

Technical Skills & Experience

  • Demonstrated skills in trouble-shooting and problem identification and resolution in both software and hardware areas
  • Strong experience with Windows 10, Microsoft Office applications, Microsoft Exchange and Outlook mail services, remote client access and Internet browser technology and connectivity
  • General proficiencies to include desktop system troubleshooting and all aspects of software installation and configuration
  • Experience working with VFS (Voice Frequency System)
  • Strong verbal and written communications skills including the aptitude to provide technical documentation and user-friendly communication tools
  • Highly developed organizational skills with the ability to effectively manage changing priorities while keeping focus on timely problem resolution, customer satisfaction and follow-up
  • Strong desire for exposure to new technology and challenges and an eagerness to learn
  • Someone with excellent IT skills (eg smartphone, printer)
  • Someone who is familiar with video conferencing

Soft Skills & Experience

  • Someone who knows how to collaborate with high-level managers (globally)
  • People Management skills and Time Management skills (achieving deadlines/SLA's)
  • Someone who can handle pressure and stressful situations
  • Someone who is assertive and confident
  • Someone who did coaching to end-users
  • Exceptional customer service skills with the ability to communicate solutions to individuals of varying technical ability
  • Strong analytical and problem-solving skills demonstrating personal initiative and responsibility
  • Must thrive in fast-paced, demanding environment with changing priorities and multiple tasking
  • Perform as an integral team player as well as an individual contributor
  • Fluent in English, additional languages a bonus

ITHR Group is acting as an Employment Business in relation to this vacancy. ITHR Group is an Equal Opportunities employer; we welcome applicants from all backgrounds.

Start date
1ST OF OCTOBER 2017
Duration
LONG TERM
From
Swan iT
Published at
30.09.2017
Project ID:
1426407
Contract type
Freelance
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