Informationen über: Local Support Analyst en Madrid
Unternehmen sucht Local Support Analyst
Madrid, Spanien
Über das Jobangebot von: Local Support Analyst
Beschreibung der Einladung The Local IT Team is a member of the Global IT Customer Services
team. Local IT is responsible for delivering technical support to the MADRID
office and visiting staff and clients, addressing issues that cannot be
resolved remotely via the Service Desk and assisting with local delivery of
approved projects and changes.
The primary role
of the Support Analyst is to provide excellent end-to-end technical support to
the MADRID offices, ensuring alignment to global service KPIs and processes.
Key Responsibilities
and Deliverables
Service the shared MADRID Local IT
support call queue, providing timely, robust resolutions in priority
order, following global processes, meeting KPIs
Work autonomously delivering
service and support in the follow key areas
Resolution of technical support
calls escalated by other teams or logged directly by end users
Build, configuration,
installation, relocation, troubleshooting and maintenance of IT hardware
included, but not limited to, laptops, desktops, and peripherals, printers
and multifunctional devices
Installation and support of
Freshfields approved software and tools
Blackberry / iPhone / mobile
phone provisioning, troubleshooting, repairs and replacement
Installation, maintenance and
troubleshooting of telephony equipment, including handset, switch and
voicemail administration
Planning, coordination and
assistance with office/desk moves and changes
Participate in the Problem
Management / Major Incident processes, identifying and assisting with the
resolution of identified Problems / Major Incidents
Participate in the Change
Management process, representing the MADRID users, infrastructure and time
zone
Engage with the business to
identify service improvements to enhance the overall IT experience
Work closely with IT teams and
other business services departments to improve communication and global
server delivery
Assist with the management of
local vendor and service provider relationships, to ensure exceptional
quality and consistency of service
Beschreibung des Kandidaten Desirable
Technical Skills
Broad technical experience that includes, but is not limited
to:PC, laptop hardware, Iphone / mobile device technologies
Citrix, Microsoft Windows 7 and 2000, MS Office 2010
Matter-centric Document Management systems (Desksite);
Microsoft SCCM / PC imaging tools and processes
Windows Server 2012
Patching and cabling, following defined cable management
plans;
Experience supporting and maintaining IP telephony systems,
Skype for Business
A good understanding of basic data and voice communications
networks and systems including ISDN-2, ISDN-30 and leased circuits;
Set up, maintenance and supply of loan equipment;
Experience of a PC build environment (SCCM)
Proven experience in
the delivery of a range of different projects.
Desirable Qualifications
ITIL v3 Foundation certification or equivalent
Experience of more than 4 years in Legal firms supporting
Lawyers
Personality: Self-driven, results-oriented with a positive outlook and clear
focus on delivering exceptional quality. An organized, detail focused
individual who is able to objectively assess his/her own performance. Mature,
credible, and comfortable dealing with internal customers at all levels,
clients and external service providers. Flexible enough to meet changing
business need, reliable, tolerant and determined.
Literacy and Numeracy: Excellent written and oral communication skills, Spanish/English,
able to flex style depending on audience. Able to understand and explain detailed
reports, drawing out relevant detail and identifying actions required.
Business Skills: Must be an excellent communicator, Spanish/English. Able to plan
time efficiently and juggle changing priorities. The ability to work quickly
and collaborate effectively with a global dispersed group of colleagues is
essential.