IT Customer Support Analyst (m/f)

Duties

• Provide Support to Information management Liaison and Data Protection Liaison on activities related to Information Management road map implementation
• Provide IT proximity support services for all Tepma1 offices
• Provide a facilitation role between other IT departments and the supported field locations and establish good working relationship with end-users and other professionals to ensure that TEPMA1 and its remote locations are provided IT services that meet or exceed their needs
• To mediate problems, process breakdowns, hand-offs, and/or service delivery issues between the end-users and the various ITS support groups
• To Log and track all incidents/service requests into company provided tools
• Assist end-users through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
• Working continuously on a task until completion or escalating to the next level support
• Prioritizing and managing many open cases at one time
• Installing, configuring, and supporting computer hardware, operating systems, and applications. This includes PC hardware, peripherals, and software, network equipment, data center equipment and cabling, printing equipment, replacing parts as required, supporting the roll-out of new applications
• Monitor system performance and respond to all hardware and software inquiries by clarifying technical issues and resolving problems firsthand or by coordinating with other resources and teams as necessary
• Assist infrastructure and telecom teams on their daily activities as required
• Prepare written and verbal presentations and reports. Provide management with timely and accurate status reports and KPIs. Keep end-users informed of changes and issues with the IT environment
• Work with other IT groups to stay current on changes, initiatives, issues, and experiences being seen across the enterprise
• Documentation and knowledge transfer, such as maintaining and providing solution documentation to other team members, IT and business areas, detailing hardware installations, and cross training
• Model a strong work ethic and take the lead on a variety of support initiatives. Be flexible and willing to adapt to changing business requirements. Continuously learn technologies, customer business needs, and apply technologies to customer needs
• Conduct formal and informal end-user training on use of various applications and hardware
• Conduct induction sessions on the IT services and process for new users
• Provide support to the company’s printing environment from planning to deployment of new units and services

Requisites

• University graduate in Computer Science, MIS, or any IT related field
• Minimum of 2 years of experience related to Customer support, IT infrastructure administration or related fields within a similar environment
• Equivalent work experience pertaining to customer support, Server Administration, Storage Administration, IT infrastructure Installation and administration or Network Administration may be acceptable
• Prior TEPMA1 IT Customer support analyst experience is a plus

Notes

• Only shortlisted applicants will be contacted