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IT Support Analyst

Company: RQIHUS
Location: Philadelphia
Posted on: November 22, 2021

Job Description:

JOB PURPOSE
The IT Support analyst will report direct to the Head of IT in the US and "dotted line" to the Global IT Service Desk Manager.
The Global Service Desk team comprises support staff based across our offices at London, Philadelphia, and Winter Park FL and supports users in these offices plus Norwich, Bermuda, Manchester, Birmingham, Leeds and Bournemouth. The Global Servicedesk team provides technical support and service delivery for all technology systems including desktop, server, network infrastructure components and all Media applications. This position will provide hands on local support to the Orlando office and remote support for other R&Q offices globally.
KEY RESPONSIBILITIES
Providing IT support to the company at Service desk and 1st /2nd level support:


  • Log all support calls made to IT whether by phone, email or in person;
    • Providing a high level of customer service by owning some support calls from start to finish while responding to requests in a timely manner that meets the user's expectations even when the call is escalated;
      • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
        • Work with support colleagues and the Head of IT Infrastructure to provide user support of the steady state infrastructure;
          • With support from the manage IT vendors and contracts specific to the Orlando office
            • Build, image and otherwise configure desktop computers, thin clients and laptops;
            • Create new user accounts and email; disable departing employee's accounts; administer line of business applications
            • Support office tasks including but not limited to telephone troubleshooting/installation, desk moves, equipment loan;
            • Assist with office relocations. With reasonable notice, this time may be swapped for Saturday working (to allow such things as desk moves);
            • Support colleagues by being flexible and working alternate hours as the need arise. Some weekend time may be required
            • Maintain compliance with any applicable US or International statutory or regulatory obligation as required by the role.
              SKILLS / KNOWLEDGE / ABILITY

              • Windows desktop OS software, particularly Windows 10
              • A knowledge of Office suite applications (0365 desirable)
              • Experience setting up SharePoint sites
              • Experience with Virtual Desktop environments
              • Basic understanding of office technology (Lan switches, Wi-Fi, IP Phone, etc)
              • Experience provisioning tokens for MFA/Remote access
              • Good written and verbal communication skills and customer service orientation
              • Understanding of a Servicedesk environment;
              • A "roll the sleeves up" attitude to varied tasks, strong sense of ownership, technical curiosity, and willingness to learn new skills and technologies
              • Flexibility to work off hours as needed to support maintenance activities, DR testing, and project work
              • Minimum of 4 years' experience of working in a Service Desk support function, ideally in an organization with 250+ users

Keywords: RQIHUS, Philadelphia , IT Support Analyst, Professions , Philadelphia, Pennsylvania

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