Reference no.: BBBH10450
Company description See more offers
   
 

Experis - Global Support Engineer

Ref.: BBBH10450

Vacancy

 

The Global Service Desk Analyst is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our service desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, email, self-service portal, and walk-up service support.

 

 

Introduction Experis

 

Experis is a dedicated business unit of ManpowerGroup - a world leader in employment services for more than 70 years, and a recognized pioneer in the industry. At Experis, we operate in over 50 countries worldwide, deploying more than 38,000 skilled professionals every day and that's why over 80% of the Fortune Global 500 turn to us for the professional talent that will set them apart.

 

 

Responsibilities

  • Provides 1st level support for on premises & remotely connected staff across all Global locations in line with defined SLA's and OLA's. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.
  • Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides Hardware support for laptops, desktops, printers and Mobile devices.
  • Closely adheres to defined Global IT Service Management processes- change management, incident management, knowledge management, problem management, request management and service level management processes
  • Logs all client contacts into the IT Service Management Tool
  • Responsible for accuracy into the IT Service Management Tool
  • Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.
  • Creation and maintenance of published documentation for technical procedures, policies, and standard processes related to Service Desk.Ensures adherence by Service Desk Analysts
  • Research new technologies to stay informed on Service Desk standards and best practices.Makes recommendations to Manager, Global Service Desk with detailed product evaluation for inclusion in technology roadmap
  • Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (Itam)
  • Additional duties as assigned by the Manager, Global Service Desk

 

Profile

  • Required skills:
    • Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
    • Previous experience with IT Level 1 or Level 2 support roles
    • Great customer service skills with an ability to demonstrate empathy
    • Experience troubleshooting issues clients may be having connecting to or using network services
    • Experience supporting both onsite and remote users
    • Strong troubleshooting, investigative and problem solving skills
    • Ability to design and develop end-user FAQ & training documentation
    • Enthusiastic and pleasant attitude
    • Strong desire to learn
    • Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes
    • Upholds best practice standards as well as departmental policies and procedures
    • Excellent listening skills, verbal and written communication.
    • Excellent knowledge of English and Dutch (for locations in Belgium, Netherlands) is required. Knowledge of French or the ability to develop French.
    • Able to travel frequently to supported regional locations (10%)
  • Certifications:
    • Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices.
    • Experience supporting Email systems such as Exchange/Outlook
    • Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)
    • Experience imaging/deploying desktops, laptops & Mobile devices
    • ITIL Foundation certificate

Company description

Experis, a Manpower Professional company, is one of the market leaders of Total Staffing Solutions for IT personnel in Europe.

Thanks to our international network and the professionalism of our recruitment specialists we can help you to find the perfect job!

Our clients are part of the most prestigious companies in the financial world, insurances, IT, telecom, consultancy and public services. For the moment we are operational in 17 countries.

Your career is our challenge!

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