Local Support Analyst - oferta de empleo

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Information about: Local Support Analyst in Madrid

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Company looking for Local Support Analyst

Madrid, Spain
About the job offer: Local Support Analyst
Offer description

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

Applicant description

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.

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