IT Technical Analyst II

MAIN FUNCTIONS

• Under the supervision of the IT Service Assurance Manager Central, the IT Technical Analyst will work to provide the best user support in the region and ensure local and regional IT services meet business expectations.
• Work primarily to follow HW maintenance and lifecycle, troubleshoot tier 2 incidents tracked on the ticketing system, and/or provide German language support to internal customers.
• Investigate and resolve customer, hardware, software, and general system problems that require intermediate and general exposure to a variety of IT support issues.
• Respond to standard and complex inquiries and/or complaints by serving as a liaison between IT staff and internal customers to ensure satisfaction by coordinating communications, following up with problems, and serving as a contact point for internal customers.
• Assist with developing and delivering user training, documentation, operational guidelines, and other areas that impact user understanding and operation.
• Assist with the service compliance of all IT and service assets, with a special focus on end user devices (desktops, laptops, phones, tablets) in line with business guidelines (lifecycle) and regulatory requirements. Responsible for the accuracy of the information provided and for the replacement of those end user devices.
• Help to implement local/regional procedures and guidelines defined at EMEAI and Corporate level. This must be done in collaboration with the EMEAI and Corporate IT headquarters.

PROJECTS

• Provide assistance with projects and work in conjunction with the service delivery team when necessary to complete regional projects.
• Provide assistance for any projects driven from Corporate IT that can affect user activity from an IT point of view (new software deployment, new Client OS training, technology refresh).

POSITION REQUIREMENTS

FORMAL EDUCATION:

• At least 2 years of IT experience.
• Familiarity with Microsoft, Citrix, Cisco, Dell.
• ITIL Framework knowledge or certification.

KNOWLEDGE & EXPERIENCE:

• 2-5 years of experience regarding the management of complex IT environments.
• In-depth knowledge of Windows client-based OS and Microsoft Office Suite, with preferred expertise and experience on server OS (VMware and Microsoft), DBMS (MSSQL Server), and communication networks.
• Strong written and verbal communication skills – German & English.
• Excellent presentation and interpersonal skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.

Please be aware that you can apply for any internal job offer after a minimum of one year in the current role, having previously informed your manager.

All internal employees when applying for a role are required to upload their updated resume and their last 2 appraisals (which can be retrieved from HR Cloud).

It Analyst • Norderstedt, Schleswig-Holstein, Germany

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