1st line support for 1000+ computer users across the Europe, Middle East and Africa region. Assist in the implementation and maintenance of computer systems and programs. Develop and monitor policies, procedures and standards documents. Perform systems setup and installation. Capable of triaging and organising competing priorities under pressure, whilst maintaining a clear focus on customer service. Basic troubleshooting of incoming issues and requests, resolving incidents, and escalating more complex issues to 2nd line support groups and beyond. French, Spanish or Italian language skills would be an advantage.
Provide first line telephone, email and online support to predominantly English, French, Italian and Spanish speaking customers of the Corporate IT Service Desk
Efficiently understand, process and route customer issues using the tools provided, to the appropriate teams to ensure a quick and effective resolution.
Develop system documentation, user procedures and knowledge articles. Prepare test data. Perform system testing.
Assist in the research of systems to determine causes of failure or poor operational performance; then help define, test and implement solutions.
Assist in providing inputs for attainment and review of Corporate IT metrics relating to service levels.
Learn and comply with operational and infrastructure standards, procedures, guidelines, priorities and schedules.
Provide positive contributions as a team member of projects. Learn to provide quality within budget and schedule to meet objectives.
Provide analysis and counsel to personnel of operating units to analyse problems and develop solutions as well as assure efficient operation of existing systems. Develop an understanding of business processes and the implications of computer systems on those processes.
Participate in educational programs and professional societies involving analysis skills and computing technology.
Perform other related duties as assigned.
Bachelor's Degree in Information Technology, Business, or related field required.
The ability to read, write, and speak French, Spanish or Italian is an advantage.
Pursue management recommended technical and industry training and certifications
Detail oriented in work and analysis
Exhibits a strong willingness to learn business processes for assigned functional team.
Takes ownership for assigned tasks, working to complete them on time with targeted results towards end objectives.
Successfully establishes and maintains partnership with others.
Drive Continuous Improvement
If your skills and experience match this role, please forward your CV in a word format
Elliott James Recruitment is acting as an Employment Agency in relation to this vacancy