IT Deskside Support Analyst

gategroup is the leading independent global provider of products, services and solutions related to a passenger’s on-board experience. We specialize in catering and hospitality, provisioning and logistics; and onboard products and services to companies that serve people on the move. Our portfolio is designed to meet the fast-changing needs of our customers around the world. We do this by offering end-to-end solutions through our group of companies. While each company addresses a specific market need, together they can also operate in an integrated way to provide a ‘one-stop-shop’ for our customers. Please visit our website: http: //www.gategroup.com/

Job Summary:

Working with the IT Operations Manager, the IT Deskside Support Analyst is accountable for providing 1st Line and 2nd Line IT technical support to the business and support IT projects as required. The purpose of the position is to resolve all IT Support issues & Service Requests reported to the GateGroup IT Service Desk as well as manage all Support issues and Service Requests, which need to be escalated to internal or external 3rd Party support providers.

We are looking for a diligent, driven, passionate individual who is keen to make an immediate impact within a busy operational environment.


Main Duties and Responsibilities:

Supporting and maintaining all deskside technologies:


• Second line troubleshooting of IT incidents raised by colleagues through our Global Service Desk;
• Prioritizing workload and managing stakeholder expectations;
• Managing and documenting daily workload using our IT Service Management tool;
• Taking ownership of incidents/requests and collaborating with third parties, where necessary, until fulfilment/resolution;

 Responsibility for deskside asset management activity following strict procedures and processes in relation to hardware movements, installations, and recoveries:


• Managing stock control, ensuring appropriate levels of IT stock are held at the allocated locations;
• Supporting deskside equipment relocation and provision onsite and between offices;
• Assisting in maintaining security of Gategroup IT hardware assets;
• Handling the recycling of redundant IT hardware, following agreed disposal processes with third parties;
• Advise users in relation to IT Hardware, choosing cost effective solutions;

 


• Proactively participating in internal meetings;
• Frequently travelling between GateGroup offices throughout the region providing L2 deskside support, as and when required;
• Ensuring technology support meets requirements as defined in the Service Level Agreements;
• Playing a key role in the adoption and promotion of new technology;
• Responsibility for ensuring close working relationships are established and maintained with peers within Gategroup IT as required;
• Carrying out of ad-hoc support tasks associated with the role, as reasonably requested;

 Qualifications:


• Successful vocational training as an IT specialist or comparable qualification
• 3-5 years’ experience working in a support IT role following industry standard processes, management of BAU IT tasks and analysis of operational issues in the deskside environment.
• 3-5 years’ experience in a technical support role (Preferred)

Professional Skills:


• Understanding of customer deskside requirements in relation to internal departmental procedures;
• Experience of IT desktop management on the enterprise level;
• Experience in PC, printer and associated desktop hardware systems;
• Experience of undertaking detailed analysis of IT desktop systems using available processes and formulating any support tasks required;
• Active Directory User administration experience;
• Appreciation of ITIL Service Management;

Competencies:


• Enthusiasm for the IT support environment, with a passion and customer focus toward the end user customer;
• Experience of and ability to communicate and operate effectively;
• Costumer focused;
• The ability to pick up new technology and learn new skills quickly, willingness to develop new skills and take on new challenges;
• Strong analytical and problem-solving skills.
• Advanced and expert competency in general and product specific IT support issues;
• Must be able to learn, understand, and apply new technologies;
• Hands-on approach in work: provide support and assistance for call logging, and administration of support cases;
• Ability to challenge, question and improve methods and processes where necessary;
• Self-motivated, tenacious and able to work with a degree of autonomy;
• Methodical with a good attention to detail and a good organizer;
• Able to work with team members, good inter-personal skills, excellent team player;
• Experience of modern Microsoft Office products, and miscellaneous software in the deskside environment;
• Possess the capability and motivation to achieve personal and team objectives, with flexibility to undertake new service offerings introduced into the Gategroup end-user business
• Diligent and thorough approach to problem solving;
• Possess or working towards Microsoft Certification MCITP or equivalent knowledge in Enterprise-level deskside computing;

 Communication and language skills:


• Excellent written and verbal communication skills.
• Fluent English and Swedish language knowledge is a must.