Role:

The User Support Analyst will report to the Service Desk Manager and work according to the team’s agreed service levels, defined working practices and procedures. The User Support Analyst will have as a minimum the following responsibilities:

• install/configure/administrate desktop and notebook systems (hardware and operating system – MS Windows);

• install/configure/administrate hardware peripherals (printers, scanners, etc);

• install/configure/administrate standard corporate office applications;

• Maintain, administer and support remote access devices(e.g.Blackberry, VPN tokens);

• Administer user accounts, manage user permissions; manage VLAN/WLAN access;

• provide first and second level user and technical support, particularly in the area of standard desktop applications (Windows XP, Office 2003/2007, Visio, etc);

• participate in cross-team IT Projects;

• Support the procurement of software/hardware;

• Operate the Service Desk/Helpdesk and provide first/second level user support for corporate ICT service users;

• Document actions and interactions related to Service Desk calls or user requests.

In the performance of these tasks, the consultant will have to comply with the relevant

working practices and procedures.

Profile:

The User Support Analyst is required to have as a minimum:

• Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows XP, MS Office 2003/2007, Visio, MS Project and Internet Explorer

• Experience in the installation and maintenance of mobile computing solutions (e.g.

VPN access, Notebooks, Remote Access, WLAN and Blackberry)

• Extensive experience in end user support in general.

• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload

• Experience in performing user administration in MS Active Directory

• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment

In addition, the following knowledge shall be considered an advantage:

• Experience in hardware installation, maintenance and troubleshooting (desktop PC, notebooks, network printers, scanners);

• Experience in a structured, ISO 9000 certified and/or ITIL based information technology service organisation

• Experience in using Microsoft Management Console;

• Professional certification as MCP Windows XP or any other professional certifications (e.g. MCP – MS Office, etc).

• Experience in using software distribution systems (e.g. Novell ZENworks, MS SMS)

The working language for the position is English and therefore the consultant must be able to work effectively in this language and have knowledge of the other. German would be advantageous in contacting local companies