Local IT Analyst

Position Overview:
As a member of the Local IT support team you provide exceptional customer service, in an effective way, to all local clients and visitors within the specified offices. You provide hands-on support and apply your local knowledge to support IT related issues as defined by the Service Catalog.
You work closely with the North America Team Lead, Regional IT manager, the Regional Service Desk and Desktop Support Services.
  • Provide exceptional customer service when working on Infrastructure and Application Incidents, Request for Changes and Services which have been dispatched for Local IT support, whilst maintaining the right balance between customer service and operational excellence (50%).
  • Participate in regional or local pilot and roll-out projects as initiated by the global IT organization (10%).
  • Manage the workstation compliance dashboard for your locations(s) to a minimal number of defects (10%).
  • Support the IT organization with site related (client/ end-user) information and activities requiring site support (budgets, projects, audits, IT contracts and IT vendor management) (10%).
  • Continuously advise and cooperate with the IT Management to improve and/or innovate (1) the working environment of Local IT, (2) the way services are being perceived by IT and the business and (3) to increase the value we provide to the business (how to improve services to enable the business to become more productive) (10%)
  • Manage the procurement and deployment of new, and the decommissioning of old computer hardware and software (5%).
  • Provide support to other offices, either remote or by traveling on location (<5%.)
Required Skills:
  • Client-focused and an exceptional customer service mindset with proven ability to respond quickly to customer needs.
  • Good communication skills.
  • Strong English language skills. Good verbal and written English communication skills.
  • Strong teamwork and interpersonal skills.
Required Experience:
  • Understanding of IT support / service delivery processes (eg. ITIL).
  • Bachelor's degree in Computer Science, Engineering or related discipline.
  • Experience in supporting a large scale Workstation, Tablet and Smartphone environment, with Wireless and LAN technology, preferably in a multi-skilled helpdesk environment.
  • Knowledge in a variety of IT technologies including but not limited to: desktops/operating systems (Win7, Win8, Win10), LAN, Remote VPN connectivity, MS Outlook, MS Office 2010, 2013 & 2016, server technology, business applications systems (SAP), iOS and Android mobile devices.
Key Performance Indicators:
  • Customer Satisfaction for those Incidents processed and resolved locally.
  • Response Time to Client and Response Time to other Teams for tickets processed locally.
  • SLA performance, by Priority, on those Incidents processed and resolved locally.
  • Average resolution time: How long did it take to restore services, by Priority?
  • Open Incidents / Backlog at the end of each calendar month.
  • Workstation Compliancy: number of reported defects on the local workstation and devices.
  • Number of Incidents processed and resolved locally which could not have been done remotely ( "local? Incidents).
  • Process adherence and data quality: adherence to all IT processes, guidelines and scripts.
  • Contribution to continuous improvement: contribution to improving IT processes and services.


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