Analyst - English, Italian, Microsoft Windows

Job Summary

• Provide overall hardware/software support to employees and incoming new hires. Assist in providing weekly reports, inventory management, and other administrative tasks as needed.
• Hardware/Software Installation & Configuration: Image and install software on Windows and Apple laptops/desktops, including i Macs, ensuring proper configuration for new setups, system moves, additions, and changes.
• Provide remote software installation and support.
• Troubleshooting & Post-Deployment Support: Troubleshoot and resolve post-deployment issues across multiple platforms, including Windows, MacOS, and mobile devices. Printer Support: Install, maintain, and troubleshoot printers.
• Provide break/fix support as needed. Hardware Asset Management: Oversee the disposal, redeployment, and reclamation of hardware assets.
• Ensure all incoming equipment is properly tagged and entered into the asset management system.
• Maintain an accurate inventory of hardware, and provide weekly reports on physical counts and outflows of equipment.
• Shipping & Logistics Coordination: Coordinate shipping and logistics for hardware, ensuring timely deliveries and returns.
• Data Management & Backup: Coordinate data backup processes and support data recovery efforts, ensuring data integrity and availability. Hardware Refresh & Support: Manage hardware refresh cycles, including warranty and out-of-warranty repairs and replacements.
• Collaborate with external suppliers and vendors to schedule repairs for malfunctioning hardware.
• End-User Support: Provide walk-up support for end users, addressing hardware and software issues promptly.
• Offer specialized support to executives (VIPs), ensuring minimal disruption to their work.
• Audio/Video Support: Provide audio and video support, including system health checks and troubleshooting. Service Request Management: Open, manage, and close service requests.
• Track and assign incidents, ensuring timely resolution in line with service level agreements (SLAs).
• Manage the classification, assignment, and tracking of requests to ensure efficient completion.
• Cross-Functional Collaboration: Collaborate with cross-functional teams (e.g., HR, IT) to support the onboarding process for new hires, ensuring seamless equipment provisioning and setup.
• Policy Compliance: Ensure that all hardware and software resolutions align with company policies, standards, and best practices.
• Qualifications: Education: Diploma/Bachelor’s degree in Information Technology or related field OR equivalent experience.
• Experience: 3-5 years of IT experience, including technical training. At least 2 years of experience in a Global Service Desk Team or similar support role.

Technical Skills:

• Strong knowledge of Windows and MacOS (including laptops). Experience with Windows 10 imaging.
• Basic understanding of networking (TCP/IP, Windows Networking, Ethernet). Experience with networked printers (queue creation, server maintenance). Software & • Tools: Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook). Experience using ITSM tools (e.g., Remedy, HP Service Center). Knowledge of Active Directory and Exchange (user accounts, mailboxes, distribution lists). Remote desktop support (e.g., Bomgar, Web Ex, SMS, Windows tools). Experience supporting desktop/laptop computers, printers, and mobile devices (PDA, Blackberry). Support for various software (Adobe Acrobat, Win Zip, browsers, VPN, etc.)

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, Or Chat, Ensuring Adherence To Agreed Slas For Ticket Volume And Resolution Time.

2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Conducting Tech Monitoring, And Following Regulatory Requirements And Company Policies.

3. Deliver A Positive Customer Experience By Achieving First Call Resolution And Minimizing Average Handling Time, While Effectively Reducing Rejected Resolutions And Reopened Cases.

4. Ensure High Availability And Login Efficiency For Customers, Proactively Managing Workload To Meet Service Commitments.

5. Update Work Logs Accurately And Follow Shift And Escalation Processes To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.

6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficient In It Support With A Focus On Remote Desktop Assistance.

2. Strong Verbal And Written Communication Skills In Both Italian And English.

3. Familiarity With Windows Operating Systems And Common Software Applications.

4. Basic Knowledge Of Hardware Troubleshooting And Network Connectivity Issues.

5. Understanding Of Customer Service Principles And Practices.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role