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Dabster Systems
,
London, Greater London
Client Analyst - DSE
Overview
Job Description
General Client Analyst tasks: IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person. Resolving (fulfilling) incidents (support requests) and document the actions in an approved service desk tool (ServiceNow). Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile phones and so on) incl. quality check. Support and implementation/deployment of applications and other workplace software Moves and changes support. Interface between IT Operations, customers and external IT-Service-provider. Inventory and asset management and care of hardware for Frankfurt based users Reporting and management tasks: Enhanced processing of incident and support requests in defined cases. Manage escalation to senior managers as required Observance of processes, internal requirements and service level agreements. Customized reporting of adherence to service level agreements as agreed. Knowledge management and information sharing with colleagues. Maintain suitable Knowledge Base. Required skills: General: Communicative, friendly and reliable Good level of spoken and written English Basic Technical skills: Microsoft Office 2010 Microsoft Operating System (currently Windows 7) Microsoft Visio Hardware (PC/Notebooks/Printers) Security knowhow Enhanced Technical skills: Structure and functionality of IT networks and the components (basic) Microsoft Active Directory Mobile Office (VPN-Solution, iOS devices) ITIL or process knowhow IT Security (basic)