Service Desk Analyst
Posted on Sep 19, 2019 by Infoplus Technologies UK Ltd
Job Title: Service Desk Analyst
Job Type: Contract
Location: Paris, France
General Client Analyst tasks:
IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person.
Resolving (fulfilling) incidents (support requests) and document the actions in an approved service desk tool (ServiceNow).
Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile phones and so on) incl. quality check.
Support and implementation/deployment of applications and other workplace software
Moves and changes support.
Interface between IT Operations, customers and external IT-Service-provider.
Reporting and management tasks:
Enhanced processing of incident and support requests in defined cases. Manage escalation to senior managers as required
Observance of processes, internal requirements and service level agreements.
Customized reporting of adherence to service level agreements as agreed.
Knowledge management and information sharing with colleagues. Maintain suitable Knowledge Base.
Communicative, friendly and reliable
Good level of spoken and written French fluent
Basic Technical skills:
Microsoft Office 2010
Microsoft Operating System (currently Windows 7)
Enhanced Technical skills:
Structure and functionality of IT networks and the components (basic)
Microsoft Active Directory
Mobile Office (VPN-Solution, iOS devices)
ITIL or process knowhow
IT Security (basic)