Service Desk Analyst
il y a 14 heures
Company Description**
AR**Ƞ**S?**
Arηs is a fully **independent** group of companies specialized in managing complex **IT projects and systems** for **large organisations**, focusing on state-of-the-art software development, business intelligence and infrastructure services.
We are composed of 13 entities across 6 countries that are unified by the Arηs Group, with more than 1750 consultants.
This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.
Our success can be attributed to the synergy among our nine complementary entities, combined with our methodologies, which are based on the Rational Unified Process (RUP) and the Scrum agile software development framework.
**_
Our Vision and Values_**
Our vision is to be the most caring and reliable IT company on the market place for both clients and our people.
Our values are**:caring, agility, excellence, innovation, continual improvement, and reliability**.
Our values support our vision by leveraging excellence, striving for results, ensuring commitment and promoting adaptability.
**_
Our Culture_**
We work in close partnership with our customers, turning their needs into benefits; We promote a dynamic local environment where both young and experience people can realize themselves; We leverage a flexible, independent and responsive organization.
**_
Our Brand_**
The ArȠs (pronounce [aris]) name comes from Greek Mythology. ArȠs is the son of Zeus and the God of War - in our eyes, an accurate representation of the intelligence, strategy, leadership and vision that are essential in business.
**Job Description**:
We are looking for a competent **Service Desk Agent/Analyst** to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent HelpDesk technician** **must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
**Your responsibilities**:
Resolving support requests from customers (end-users)
- Setup, migration and troubleshooting of laptops, desktops, printers, network devices, mobile devices
- 1st Level User account management
- Document case scenarios for future reference
**Qualifications**:
Proven experience as a **service desk**
incidents, problems and impediments up to their resolution
- Analysis of business cases
- Analysis of business requirements and processes
- Business model analysis
- Reviewing and aligning ICT processes and business requirements
- Mastering of information sites and maintenance of the department’s knowledge base
- Follow-up of service quality in the context of incidents
- Management and follow-up of user requests
- Guidance regarding the use of information systems
- Management of incidents related to information systems
- Reporting
- Conception and organisation of user documentation for information systems
- Participation in user, service and project meetings.
**Job Requirements**
- Proven experience in the abovementioned tasks is essential.
- Very good knowledge in ITIL procedures and the related support tools is a major asset
Very good knowledge of MS-OFFICE tools is mandatory
- Ability to participate in multi-lingual meetings, ease of communication.
- Very good command of the English & French language is mandatory; knowledge of other community languages is an asset
Additional Information**
Don’t hesitate Join our team**
**_
What you’ll get:_**
An **informal hierarchy **and work environment:
Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.
An **attractive salary package**:
With an attractive salary and benefits package - including advantageous fringe benefits - you’ll be paid for what you love to do.
A strong **corporate culture**:
You’ll join a **dynamic team **of smart and ambitious people. From the way we hire, to the way we relate to our clients - our values from the foundation of the way we work.
**Learning **& development opportunities:
We constantly **invest in our people** and are committed to providing individual development opportunities to help you continue to grow and stay happy and satisfied at work.
**Exciting projects**:
You’ll take ownership of various projects for both **public and private clients**:calling for creativity and innovation, at the cutting-edge of technology.
A **rock solid company**:
With more than **140 customers**, and 38% turnover growth in FY2020, you’ll join a business with a sustainable and growth-oriented plan.
But let’s talk about it face to face
You don’t have all the above requireme
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