It Support Analyst Ne

It Support Analyst
Ne
Liguria, Ne

col-wideJob Description:

Responsibilities and Duties:

Provide second-line investigation and diagnosis.

Resolve and close incidents and service requests as per help desk procedures and allocated timelines.

Escalate unresolved incidents and service requests within agreed timescales.

Log incident and service request details per help desk procedures.

Communicate with customer regarding incident progress.

Ensure tickets are updated at all times until issues are resolved.

Conduct customer satisfaction callbacks and surveys.

Comply with Quality, Health, Safety and Environment policies and IT policies.

Liaise with customers, other IT support groups and third-party providers when necessary.

Perform staging of PCs.

Maintain Global Asset Management database with updates related to the assigned hardware.

Perform Install, Move, Add and Change tasks.

Perform hardwareand software maintenance and support.

Participate in IT team and follow up on objectives and key performance objectives.

Troubleshoot and resolve PC incidents Liaise with third-party suppliers for hardware repair.

Assist with SCSI on IT security issues and virus elimination.

Assist local Server Team when server maintenance is required.

Assist in infrastructure setup and renovation project at location including the network devices, Lenel PACs, CCTV, PABX and Lync System.

Qualifications and competencies:

University Degree in IT or equivalent work experience.

Good Knowledge of laptop and desktop hardware and troubleshooting Good knowledge ow Windows and vSphere server environment Fluent in English and Italian Interest in data analysis and BI tools Knowledge of SQL would be considered a plus