IT Support Analyst
hace 2 días
The IT Support Analyst is a split of 80% doing back office DTS activities and 20% to support local office of Panama region to provide day-to-day setup, delivery, trouble-shooting and problem-solving for new employees and leaving employees. Additionally, this role will support permissions setup and modifications for existing employees
**Back Office Accountabilities**:
- Fulfil the complete setup of new joiners, movers, and leavers across the organisation.
- Ensure that the appropriate levels of security are maintained while enabling users to complete their work effectively.
- Update and manage user permissions requests on IT services.
- Update all stakeholders on progress throughout the duration of each request.
- Ensure the highest overall user experience is provided when dealing with requests.
- Identify pain points and recommend improvements to the working processes and procedures.
- Provide management with service management reporting by extracting data from the ITSM toolset
**Local Panama office Responsibilities**:
- Responsible for providing IT support via the telephone, remotely or on-site.
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Joiners, Movers & Leavers - Fulfil laptop provisioning and retrieval where applicable.
- Smartphone provisioning and support - Procure and support mobile device hardware and software setup.
- Incident Management - Facilitate the restoral of IT services quickly and effectively following an incident.
- Request Management - Deliver on service requests through the request fulfilment process.
- Hardware Support - Troubleshoot hardware incidents and complete hardware requests.
- IT Procurement - Engage with regional vendors to order approved hardware.
- IT Asset Management - Plan and manage the relationships and attributes of all of assets in the IT estate.
- SOP process knowledge - Demonstrate a key understanding of standard operating procedures.
- O365 General Account Administration - Perform administrative account tasks in the Microsoft Office 365 admin portal.
- Active Directory management - Demonstrate excelled performance capabilities and clear understanding of Active Directory Services.
- Azure administration - Administrate accounts, devices, and policy assignments in the Microsoft Azure suite.
- Windows device administration - Troubleshoot and manage device security compliance through Microsoft InTune
- MS Teams support - Troubleshoot incidents regarding the Microsoft Teams solution.
- Security incident management - Monitoring, detect, and respond to security events within the IT estate.
- Secure disposal of IT equipment - Execute the secure disposal of IT equipment through regionally approved vendors.
- Responsible for continuous feedback to the IT Service Delivery Manager to improve IT services.
- Responsible for filling out weekly timesheets to account for work performed.
- Responsible for capturing the IT assets owned by DTS in ServiceNow.
- Have a flexible approach when needed outside of core working hours.
- Any other tasks as required by the Service Delivery Manager.
**Requirements**:
- At least 1 years’ experience in a service desk environment / support role
- Experience with Active Directory
- Remote access / VPN setup
- Office 365 User Administration
- Office 365 Exchange Administration
- Office 365 Teams/Skype Administration
- Windows Server network folder sharing
- Office 365 SharePoint and SharePoint Server
- MS CRM
- MS Dynamics Finance and Operations
- Multi Factor Authentication (MFA)
- Competent at using Microsoft Excel
- Has worked with ITSM toolsets, preferably Service Now
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