IT Helpdesk Analys

Managing day-to-day user requests of all offices; record, fix or escalate issues accordingly · Monitoring the continuous operation and health of the office IT environment · Maintaining IT environment documentation, like the IT Asset Register and laptop pool; identifying, suggesting and implementing IT improvements · Managing the office IT infrastructure on the ground (door access systems, CCTV, telephone system, end user computing devices, print production, mobile devices, meeting room setup) · Supporting regular team member visits to offices · Contributing to the evolution of the IT Helpdesk system (process, usability, reporting) · Coordinating work with the firm’s suppliers · Analysing statistics, reading and creating reports · Support the delivery of the firm’s IT strategy · Contributing, planning and controlling change · Contributing to IT projects Requirements Minimum 3+ years’ experience in supporting users in an IT first line support role, ideally experience in an organisation larger than 200 users · Excellent team player. · Very good Microsoft Office skills in Word, Outlook, PowerPoint and Excel, ideally MCP certificate · Passion for people, technology, service and IT processes and be able to see the big picture as well as the finer details of the IT environment · Sound understanding of ITIL processes is a must, ideally supported by an ITIL Foundation Certificate · Strong customer focus combined with negotiation skills and ability to execute · Effective time management, prioritising and delegation · Self-driven / self-motivated individual always seeking to improve current practice · Excellent communication and interpersonal skills, for dealing with a range of personalities on all levels in a positive, direct and diplomatic way · Familiar with industry standard systems and concepts (Windows environments – AD and Exchange, Microsoft Office Applications, Printing, Telephony, Network and IT security) · Ability to setup, maintain and trouble shoot Audio/Video setups (Meeting rooms)