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The primary purpose of an IT Support Analyst role is to provide technical assistance and support to users experiencing issues with their desktop computers, laptops, mobile devices, peripherals, and software applications. This role involves troubleshooting hardware and software problems, diagnosing technical issues, and resolving them efficiently in a timely manner. Support analysts are also responsible for installing, configuring, and maintaining desktop systems and software, as well as ensuring that users are properly trained on how to use them effectively at Constellium.
Today’s support model at the sites is varied in sourcing, costs, and service quality. The challenge for the incumbent will be to harmonize processes and service levels while optimizing costs.
Key Responsibilities
* Provide 1st & 2nd level onsite infrastructure/desktop/telephony/video-conferencing and smartphones support to Zurich-based users.
* Provide technical support via telephone, email, and remote desktop control.
* Resolve incidents referred from the Global Service Desk.
* Collaborate effectively with Global IT teams and the Global Service Desk.
* Ensure all support requests are logged, responded to, escalated when necessary, and closed in a timely manner (as per SLA). Track and report incidents and requests using Constellium IT Service Management Tool.
* Participate in projects to upgrade infrastructure and introduce innovations.
* Administer and support IT services and solutions on-site following standardized procedures, with support from the central IT team.
* Procure, stage, replace, and dispose of hardware as needed.
* Maintain accurate site IT asset management for hardware, applications, and licenses.
* Create and maintain documentation; feed back incident resolutions to global IT teams and the Global Service Desk.
* Demonstrate a service-oriented approach, understand customer needs, and achieve high customer satisfaction ratings.
Experience
* At least 3 years of experience in desktop or technical support roles.
* Strong knowledge of desktop OS (Windows 10/11) and hardware components.
* Hands-on experience with SCCM, Microsoft Intune, Active Directory.
* Experience troubleshooting hardware and software issues.
* Excellent communication skills to interact effectively with users at all levels, including C-Level management.
* Ability to work independently and collaboratively, managing multiple priorities and tasks.
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