My client based in Aberdeen requires an IT Desktop Support Analyst
Execute service requests for end-users and/or other IT Service Desk Engineer with regard to lap-/desktop hard- and software, mobile phones, subscriptions and IT supplies and peripherals including administration of users and assets in line with SLA's and service portfolio, in order to realize optimal IT services and support.
The IT Service Desk Engineer is responsible for fulfilling the IT requests from end-users and/or other IT Service Desk Engineer. He/she liaises with the budget holders to obtain approval for requests, places the orders by the relevant suppliers and keeps control on the final delivery of the products. He/she also takes care of approval of invoices and allocation of costs and keeps the user and asset database up-to-date.
The IT Service Desk Engineer has regular contact with suppliers and the local coordinators to align on an operational level.
Tasks And Responsibilities As IT Desktop Support Analyst :
Validate service request with appropriate budget holder
Place order with relevant supplier and track the order process
Ensure financial follow-up of order including recharging to the appropriate cost centre
Maintain service requests in the appropriate administrative systems
Result: Optimal realization of service requests.
Maintain an up-to-date asset management database for all defined assets (like PC's, Mobile Phones, subscriptions etc.)
Provide periodic reports on assets, amongst others to check balance and in support of planning, budgeting process, performance monitoring of service providers (in- and/or external)
Result: Accurate and up-to-date database that provides optimal insight in the status of assets.
Maintain changes in the applicable user database(s) with regard user status (e.g. active directory)
Provide periodic reports on users, amongst others to check statuses, entitlements as support for the planning and budgeting process
Result: Accurate and up-to-date user information.
Service Optimization and Quality Assurance
Maintain performance records of sources of supply (Internal and external)
Participate in supplier meetings to discuss performance and delivery issues to be able to maintain the right quality standards
Review periodically service processes to provide advice to Service Level Manager and local IT coordinators to improve services
Result: Continuous optimization of service and quality.
Middle vocational (MBO)+
Above average skills in Windows and MS Office and collaboration products
Awareness of service process framework (ITIL)
Strong affinity and experience in acting as a central point between different parties and deliver as agreed
Ability to perform simple hard - and software installations (IMAC) and or operations (e.g. backup)
Experience in end-user IT support incl. MS office products and mobile devices