Desktop Support Analyst

PURPOSE OF ROLE:
To provide 2nd/3rd line support for Desktop, LAN/WAN and detailed technical software/hardware, providing a back-up service to the Help Desk's front-line support. In a team with three people for a large International company in the food industry.

MAIN ACCOUNTABILITIES:
Part of a team responsible for performing up to 1000 incident resolutions per month.
Provide 2nd/3rd line support and fault rectification on all desktop hardware and software for internal and external customers to agreed service levels.
Provide technical recommendations and implementation support to application projects.
Analyse trends and implement solutions for ongoing problem areas to improve service.
Perform network capacity management processes and procedures together with administration and housekeeping.
Deliver desktop instruction to customers on installation of hardware/software.
Control and update all 2nd/3rd line support documentation.
Project manage large desktop requests, controlling the delivery process and ensuring timescales are met to quality, time and cost.
Providing out of hours support to the business.

EDUCATION & EXPERIENCE:
Detailed knowledge of Microsoft products (Office 2007 and 2010), Windows 7 and XP, MS Exchange 2003, Server 2003 and 2008 Core, RSA technology, various PC packages, LAN's, WAN's and good IT networking skills. Also an understanding of a Thin Client (Citrix) environment and application packaging. Also an understanding of IP telephony.

Detail of technical skills and accreditations.

KEY JOB COMPETENCIES/BEHAVIOURS:
Ability to work as part of a team is essential.
Proven communication skills at all levels.
Experience of dealing with executive level users
Exceptional customer service skills
Excellent problem solving skills
Current clean driving licence
More than 2 years experience in a 2nd/3rd line support role
Experience of vendor management for more than 2 years
Technically broad skills across all Microsoft (and maybe Apple) kit
Multicultural experience
Speaks and write Dutch and English fluently

Bent u geinteresseerd in bijgaande functie, reageer dan binnen 2 werkdagen met een korte motivatie en een recent CV in Word format.

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