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Technical Support Analyst
3 months ago
Job detailsnWe are an equal opportunities employer and believe in a diverse workforce offering flexible working where possible. This role is a full-time telephony-based role.
The selection criteria below will be used as part of the evaluation process:
nEvidence of dealing with critical issues/complaints in a fair and objective manner.
Demonstrates excellent Customer Service skills and must be confident collaborating closely with colleagues from across the business at all levels, as well as external vendors.nDemonstrates excellent German listening, German written, German verbal communication skills and very good analytical problem-solving skills.
A very good understanding of IT Service Desk processes & procedures including critical metrics.Evidence of working in a high stress environment with minimal direction and prioritising technology accordinglynA very good understanding of the Business Areas supported and associated critical systems in order to understand the impact of outages upon their service.nDemonstrate ability to coach and support colleagues.
Be able to communicate ideas and information, ensuring that the message is understood.Ability to use a variety of media and tailor an approach or personal style to match the needs of the situation and audience.nIs focused on results and delivery and demonstrates an understanding of the impact of decisions on outcomes.
Strives to consistently meet and exceed quality standardsnEvidence of sophisticated diagnostic, analysis skills and an ability to analyse technical information from various sourcenEfficient in planning own work, balancing priorities and ensuring alignment to standards and cost constraintsnEvidence of taking ownership for own development plan and drive progression.
Key AccountabilitiesnA very good understanding of Exec & International IT Support Service processes and procedures.nMust be fully aware of Key Performance Indicators and focus upon their attainment.nFamiliarity with project standards and processes would be preferential.nShown ability to provide specialist technical input for Service Support related issues caused by associated products, processes and people.nUnderstand business problems, critically evaluating of business ideas from a customer and a commercial point of view.nIdentifying underlying business needs to be addressed and challenge existing practices.nValidated systematic and analytical approach to problem solving with the ability to implement effective business solutions.nPrevious experience of working with colleagues and users on the resolution of sophisticated IT customer problems, queries and requests would be helpful.nGood written, verbal skills and ability to communicate technical information in simple terms to Directors, GEC Board members, their support teams and German speaking colleagues appropriately.nTo act as a buddy for colleagues, providing mentor and support as required.nSolid understanding of Microsoft Surface hardware, Office 365 (in German) and BYOD tools used within the EITSS.nFamiliarity with both the end to end Exec & International request/incident process and Exec incident processes is key with Telephony Support.
If you have not received a response within 48 hours of applying, please assume you have not been shortlisted this time.
