Service Desk Analyst
My client who are a large financial institution based in Zug are recruiting a Service desk analyst to support the day to day queries and jobs using their central ticket system (Service Now).
Responsibilities: Ticket Management (ServiceNow); Opening / Re-Assigning / Chasing / Auditing / Authorising / Resolving Providing full phone, desk side, remote support during open office hours User Administration (Active Directory, Exchange); New Starter / Leavers / Transfers /Password Resets / Account unlocks / Printer configurations / Mobile Phone Setup / Floor Walks / E-mail release / Active Directory administration / web-based account administration. Software Deployment; Altiris (Windows Clients); Device Enrolment Program Primary Investigation / Info gathering - Workspace / Production website environments Data Backup, migration and recovery - Virus Scanning / Encrypted USB Drives / SFTP and Encrypted e-mail Running an IT Introduction Presentation & ensuring all training material is relevant Responsible for end user training Consumable Maintenance - Order management of peripherals and Asset Management Meeting space IT maintenance - Maintain all IT equipment in training and meeting room and be responsible for both audio and visual displays User Desk Moves- Working with Logistics/Facilities and Network teams to ensure all user moves are completed without incident Assistance of Incident Management & Major Incident- Effective 1st Line Triage of workspace incidents Bespoke software administration Liaising with 3rd party vendors Travel to remote office locations, providing on-site support
Required Experience At least 2 - 3 years of experience in a Service Desk / Technical Support role Managing change within a fast paced, live production environment Proven problem solving and analytical skills IT support qualification and/or extensive experience Excellent customer service skills Excellent knowledge of Windows 10 Experience in managing and supporting deployment tools, such as Altiris Experience of using the following; Active Directory; Microsoft Exchange; ITSM Tool (ServiceNow) Proficient skills in the Microsoft Office Suite Fantastic team player, also able to work well as part of a distributed team of analysts Executive level relationship management Experience of AV support, such as video conferencing, corporate events
Nice to have ITIL v3 foundation qualification Knowledge of MAC OSX Operating systems Experience of scripting/coding, for example PowerShell ServiceNow Administrator Financial sector experience
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