IT Service Desk Specialist with English

.                                                        IT Support Associate with English



  The IT Support Associate will provide front-line primary technical support to end users on various technical requests, incidents and and problems relating to accesses to tools and platforms, the IT infrastructure, hardware and applications.


Key responsibilities:
 

• IT First level support (software + hardware) + escalations to external support partners · Provide exceptional customer service via phone, email, ticketing tool or chat, as appropriate.
• AD User administration and maintenance of coherent access rules.
• New starter setup and induction · Termination of leavers · Prepare IT Service Desk work instructions and procedures
• Asist with implementation, maintenance, changing and testing new applications or services.
• Report and document security breaches; prevent unauthorized access to data and resources
• Offer user support for all IT applications within LeasePlan entities.
• Investigate requests for support and determine the proper immediate actions to take. If second level support required escalate requests to appropriate team/person.
• Monitor progress of requests for support and ensure users and other interested parties are kept informed.
• Analyze, resolve and document the support tickets assigned which require interaction with business users.
• Keep permanent communication and interaction with all members of IT Global Service Desk team and also with the supported end users.
• Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; coordinates implementation, installation, and training.
• Administration of security controls by processing access requests;
• Providing support regarding information security access problems;
• Establishing and maintaining correct access rules defining who has access to which data sets under what circumstances;
• Preventing unauthorized access to data and resources on the network;
• Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
• Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
• Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep updated on relevant work instructions and information.

• Familiarity with IT Support /governance principles and processes · Principles of troubleshooting and analysis.
• Beginner MS Office (Excel, Access) skills
• Familiarity with different IT systems and tools an advantage
• Previous Citrix experience as an advantage