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Senior IT Support Analyst
hace 1 mes
Country
Argentina
Job Family
IT
Here at GfK, we strive to empower bold actions for sustainable growth. As a recognized global leader, we know how to innovate and push the boundaries to ensure both our clients and employees succeed, empowered by always-on intelligence.
Currently in the latter stages of our transformational journey from a traditional market research company to a trusted provider of prescriptive data analytics powered by innovative technology, we are keen to grow our team as we continue to look to the future.
**Job Description**:
Key Activities
- Ensure SLA compliance across Service Desk/Support teams/resources and act as first point of escalation for Customers for operational performance issues
- Ensure all activities undertaken by any member of the service support function to address the logged issues have been recorded within the Service Management Tool (Service Now).
- Undertake staff scheduling, monitoring, and performance management
- Respond to IT issues; hardware maintenance, software, networking, etc. and implement remote remedies as required.
- Assist with the implementation, and ongoing support of new software and features.
- Assist in the IT onboarding of new users.
- Ensure that asset information is reviewed and kept up to date.
- Walk customers through the problem-solving process, directing unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Ensure all tickets, problems, changes, and/or configuration items are updated in ServiceNow.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Understand internal structures including key actors, decision-influencers and use this knowledge when formal structures do not work
- Recognize what is possible and not possible at certain times or in certain situations
- Identify and maintains regular contacts with main customers. Answer customers’ queries promptly and follow up on them until satisfied
- Provide input to cost benefit analyses, risk analyses and development plans to take account of design decisions
- Working closely with specialist 3rd Line support teams to ascertain what activities can “shift left” to the Service Desk
- Creation, approval and regular review of Knowledge Base Articles
Key Interfaces
- GfK IT Services teams
- Regional IT Head
- Global Service Desk
- Business (supporting all levels)
Required skills
- Proactive and clear communication
- Customer focused and driven to provide a consistent high level of support
- Able to work independently with some individual responsibility
- Guides others within own area of expertise
- Good working knowledge of ITIL processes
- Identifies and improves activities within own role
- Able to work independently with high individual responsibility of complex topics
- Analyse relationships amongst several parts of a problem or situation. Identify alternative solutions and think through consequences of actions
- Proven experience leading and line managing a team
- Guides and influences others within own area of expertise
- Develops and improves activities within own role
- 2nd Line Support Experience
- Knowledge of PC and laptop hardware
- Experience supporting Windows OS, Apple OS, iOS, Office 365
- Good knowledge of Microsoft SCCM
- Solid understanding of Active Directory and Group Policy management
- A thorough understanding of network concepts
- Service Now IT System Management tool
Desirable skills
- Experience working in a global support environment
Typical Education and Work Experience required
- At least 5 years’ experience working in an IT Support role, some of which at a senior level
- High school diploma or equivalent
Onsite IT Support Engineer only - additional tasks
- Local Break fix activities as assigned by the Service Desk
- Delivery of support for any walk up appointments (Tech Bar)
- Warm handover from the Service Desk for Chat, phone support in local language
- Hardware commissioing of new equipment, Imaging of returned, failed hardware
- Plus any additional identifeid onsite support duties
- Occasional business travel may be required both Domestic and International
We are proud to be an ethical and honest company with an inclusive workplace that focuses on our employees’ full potential. GfK is looking for self-starters to join our innovative team keen to take on a new challenge.
