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IT Support Analyst Trainee
3 months ago
About Matillion
Matillion is a leading provider of Data Productivity solutions, dedicated to enhancing the data readiness of our clients and the global community. Our innovative technology empowers teams to efficiently load, transform, synchronize, and orchestrate their data.
Role Overview
The position of Service Desk Analyst Apprentice is crucial for the effective management and support of the Matillion user community. This role involves responding to user inquiries, triaging technical issues, and providing essential support to ensure seamless operations.
Key Responsibilities
- First Point of Contact: Serve as the initial contact for users facing technical challenges or needing assistance with IT services. Accurately document, categorize, and prioritize support requests in the IT Service Management system. Conduct preliminary troubleshooting and escalate complex issues as necessary.
- User Assistance: Deliver prompt and effective support to users regarding software, hardware, network, and application-related concerns. Guide users through solutions and provide training as needed.
- Effective Communication: Maintain professional communication with users, keeping them updated on the status of their requests. Collaborate with IT team members to resolve issues and share knowledge.
- Technical Troubleshooting: Diagnose and resolve technical problems on both Windows and MacOS platforms, utilizing available resources and expertise.
- Project Involvement: Assist in IT projects, including system upgrades and migrations, under the guidance of senior staff. Participate in testing and documentation for new applications.
- Service Management: Follow ITIL best practices to ensure consistent service delivery. Document all service desk activities in accordance with company policies.
- SaaS Administration: Manage core SaaS platforms, including user and configuration management, licensing, and auditing.
- User Onboarding: Collaborate with the PeopleOps team to facilitate user onboarding and offboarding, providing training on IT tools and best practices.
- Continuous Improvement: Actively seek opportunities to enhance processes and procedures within the IT department.
Qualifications
- Strong interest in IT systems and service delivery.
- Familiarity with multiple operating systems, including MacOS and Windows.
- Exceptional customer service skills.
- Effective communication skills, capable of explaining technical solutions to non-technical users.
- Good problem-solving abilities and resourcefulness.
- A commitment to ongoing professional development.
- Ability to work independently and collaboratively.
- Strong organizational skills to manage multiple tasks effectively.
At Matillion, we are committed to providing competitive compensation aligned with market standards. We foster a collaborative and transparent culture, promoting work-life balance and offering a range of benefits, including generous holiday allowances, health insurance, and career development opportunities.
Our Commitment to Diversity
Matillion is an equal opportunity employer, dedicated to creating an inclusive environment for all employees. We celebrate diversity and prohibit discrimination of any kind.
