Desktop Support Analyst

Desktop Support Analyst - Amsterdam - 12 months

Key Responsibilities:

- Provide an excellent customer experience to all end users contacting the Desk Side team
- Perform on-site and remote analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on. Troubleshooting and deploying laptops and desktops. Receive and respond to incoming calls, e-mails, and/or work from ticketing system regarding desktop problems. Provide support for Windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc. that fall under a typical IS support environment
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. Test new software products for compatibility with our standard validated base build. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs. Write technical specifications, instructions, and validation documents for desktop hardware and related software products as required.

Experience:

- Must have strong customer service skills and focus along with excellent communication, interpersonal, and negation skills
- Excellent technical knowledge of desktop and laptop hardware plus software, including Microsoft Windows products such as, Windows XP, Windows 7 and Microsoft Office applications.
- Excellent working knowledge of PC internal components and experience troubleshooting basic network, software, and printing problems. Hands-on hardware troubleshooting experience. Ability to install, PC and Printer components and peripheral accessories. Strong analytical and organizational skills
- Driven to continually build knowledge and skills
- Able to build trusting relationships in and outside of the organization
- Ability to work independently and proactively as a member of a team
- Versatility, flexibility, and a willingness to work within dynamically changing priorities with enthusiasm
- Excellent trainer and has experience with change management

Education/Special Training:

- 3 - 5 years relevant work experience
- A+ Certification
- MCP Certification ITIL v3 experience is preferred
- Bachelor Degree is preferred
- Knowledge of Sarbanes Oxley & 21 CFR Part 11 regulated environment

SKILLS REQUIRED
- 1st line support
- 2nd line support
- Microsoft/Windows troubleshooting
- Troubleshooting of Apple products (ipads, iPhones), Blackberry, PDA's, Projectors

QUALIFICATIONS REQUIRED
A+ Certification MCP Certification ITIL v3 experience is preferred Bachelor Degree is preferred Knowledge of Sarbanes Oxley & 21 CFR Part 11 regulated environment

KEYWORDS
1st line support, 2nd line support, desktop support, IS support Analyst