JD for onsite support role:
The Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Client Analyst is a key role within the Workplace function. The Client Analyst is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Client Analyst is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments within customer or external 3rd party companies.
General Client Analyst /Onsite supporter tasks:
IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person.
Resolving (fulfilling) incidents (support requests) and document the actions in an approved service
desk tool (ServiceNow).
Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile
phones and so on) incl. quality check. Basic understanding of Device Server Management
Support and implementation/deployment of applications and other workplace software
Moves and changes support.
Interface between IT Operations, customers, and external IT-Service-provider.
Inventory and asset management and care of hardware
Support Cisco devices / Surface hubs
Reporting and management tasks:
Enhanced processing of incident and support requests in defined cases. Manage escalation to senior managers as required
Observance of processes, internal requirements, and service level agreements.
Customized reporting of adherence to service level agreements as agreed.
Knowledge management and information sharing with colleagues. Maintain suitable Knowledge
Base.
Required skills:
General:
Ticket system Service Now
Basic understanding of Active directory and Azure- Intune company portal
Communicative, friendly, and reliable
Good level of spoken and written Italian and English (B2)
Basic Technical skills:
Microsoft Office 365
Windows 10
Microsoft Visio
Hardware (PC/Notebooks/Printers)
Security knowhow
Cisco devices understanding /Surface Hubs

Enhanced Technical skills:
Structure and functionality of IT networks and the components (basic)
Microsoft Active Directory
Mobile Office (VPN-Solution, iOS devices)
ITIL or process knowhow
IT Security (basic), Networking understanding
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases