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iStorm - Senior IT Support Analyst
Il y a 4 mois
Organisation and department description
Our client , is an international business law firm established in the United States. Present in 78 offices in 47 countries around the world, it is considered one of the largest and most prestigious international law firms.
The Belgian office is located in Central Brussels.
Job description
The Senior IT Support Analyst oversees all activities related to identifying, prioritizing, and resolving end-user requests, while managing and coordinating on-site IT support functions. They also provide hands-on support to resolve issues directly with end users.
Supervise the daily workflow and workload of the support team.
Address personnel or team-related matters in collaboration with the Manager/Senior Manager.
Provide ongoing performance feedback and conduct appraisals as necessary for the support team.
Analyze support activities and documented resolutions to identify and resolve problem areas, ensuring service quality enhancement and proactive problem prevention.
Manage the resolution process for incidents assigned to the on-site Support Team, ensuring prompt and courteous service delivery.
Keep the organization informed about current technology issues.
Collaborate with other IT functions to optimize deskside computing operations.
Enforce request handling and escalation policies and procedures.
Key tasks and functions
Perform hands-on fixes at the deskside support level, including software installations/upgrades, Hardware setups, file backups, and system/application configurations.
Monitor and validate fixes to ensure effective problem resolution.
Utilize online resources for software updates, drivers, and knowledge bases to aid in problem resolution.
Conduct on-site analysis, diagnosis, and resolution of complex desktop problems, recommending and implementing corrective solutions.
Administer end-user workstations, ensuring they meet required desktop service levels.
Manage and troubleshoot end-user workstation networking software products.
Respond to support inquiries via calls, pages, or emails promptly.
Prepare and conduct tests to monitor desktop performance, generating performance statistics and reports.
Accurately document instances of desktop equipment failure, repair, installation, and removal.
Profile
Proven experience in supervising a technical deskside support team.
Comprehensive technical knowledge of desktop hardware and hands-on hardware troubleshooting.
Extensive background in equipment support and familiarity with current protocols, operating systems, and standards.
Proficiency in operating tools, components, and peripheral accessories.
Proficiency in English is essential.
Personal qualities
Know-how:
Stays updated on key developments across relevant areas and develops substantive expertise in the firm's specialist fields.
Skilled in identifying core issues, anticipating requirements, and evaluating potential consequences through thoughtful and prudent thinking.
Adaptable mind capable of navigating various tasks that demand different approaches, knowledge, and expertise.
Dedication:
Driven by personal integrity, upholding exemplary quality standards in all endeavors.
Thorough preparation, proactive initiative, and self-reliance to ensure projects progress optimally.
Diligent and hardworking, with a deep understanding of internal client needs.
Maintains composure and professionalism in challenging situations.
Personal impact
Cultivates positive relationships through collaborative efforts and reciprocity.
Skilled negotiator achieving mutually satisfactory outcomes, demonstrating good judgement in decision-making.
Invests in nurturing a productive network of relationships.
Offer
A Full time job with permanent contract in an International environment.
Attractive salary package with company car.
