IT Service Desk Specialist with English

at  Ayvens

. A A A A A A A A A A A A A A A A A A A A A A A A A A A A A IT Support Associate with English
A The IT Support Associate will provide front-line primary technical support to end users on various technical requests, incidents and and problems relating to accesses to tools and platforms, the IT infrastructure, hardware and applications.

Qualifications and requirements:

• Familiarity with IT Support /governance principles and processes A- Principles of troubleshooting and analysis.
• Beginner MS Office (Excel, Access) skills
• Familiarity with different IT systems and tools an advantage
• Previous Citrix experience as an advantag

A

• IT First level support (software + hardware) + escalations to external support partners A- Provide exceptional customer service via phone, email, ticketing tool or chat, as appropriate.
• AD User administration and maintenance of coherent access rules.
• New starter setup and induction A- Termination of leavers A- Prepare IT Service Desk work instructions and procedures
• Asist with implementation, maintenance, changing and testing new applications or services.
• Report and document security breaches; prevent unauthorized access to data and resources
• Offer user support for all IT applications within LeasePlan entities.
• Investigate requests for support and determine the proper immediate actions to take. If second level support required escalate requests to appropriate team/person.
• Monitor progress of requests for support and ensure users and other interested parties are kept informed.
• Analyze, resolve and document the support tickets assigned which require interaction with business users.
• Keep permanent communication and interaction with all members of IT Global Service Desk team and also with the supported end users.
• Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; coordinates implementation, installation, and training.
• Administration of security controls by processing access requests;
• Providing support regarding information security access problems;
• Establishing and maintaining correct access rules defining who has access to which data sets under what circumstances;
• Preventing unauthorized access to data and resources on the network;
• Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
• Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
• Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep updated on relevant work instructions and information.

Qualifications and requirements:

• Familiarity with IT Support /governance principles and processes A- Principles of troubleshooting and analysis.
• Beginner MS Office (Excel, Access) skills
• Familiarity with different IT systems and tools an advantage
• Previous Citrix experience as an advantage