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User Support Analyst
2015-03-05 15:05:30| Space-careers.com Jobs RSS
ACS is looking for the User Support Analyst with the following responsibilities act as first contact point for user tickets and phone calls which includes the routing, monitoring and escalation of Service Desk tickets document actions and interactions related to Service Desk calls or user requests installconfigureadministrate desktop and notebook systems hardware and operating system MS Windows installconfigureadministrate hardware peripherals printers, scanners, etc administer user IT accounts, manage user permissions provide first and second level user and technical support, particularly in the area of standard desktop applications Windows 7, Office 2007, Visio, Internet Explorer, etc administrate users in the EUMETSAT phone system , configure and set up the phones help Users to establish conference calls using a Videoconferencing System or WebEx contribute to the preparation of IT Information on the Intranet and Training Material including presentations viewgraphs, demonstrations and online training as well as provide coaching and one on one training to IT Users ACS has more than 30 years experience in delivering solutions for Earth Observation satellites Ground Segments. Based in Rome, Italy and in Darmstadt, Germany, we delivered systems currently in operation in 20 countries worldwide and have a long record of successful projects carried out for ESA, EUMETSAT, EMSA and many other Space Agencies and Research Centres. ACS recently established German subsidiary ACSD aims at better serving our customers based in Darmstadt area. ACS offers pleasant, international working environment at customer site very competitive salary attractive benefit package tailored on specific exigencies training and personal growth within ACS group, full support from a high technology company for relocation to Darmstadt. The IT User Support Analyst is required to have as a minimum Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload Knowledge of and minimum 3 years of experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office, MS Outlook, 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 iPhone Extensive experience in end user support in general. Experience in using a ticketing system like Remedy or HP OpenView Experience in performing user administration in MS Active Directory and MS Exchange Experience in using software distribution systems e.g. Novell ZENworks, MS SCCM Experience in maintaining users and phones in telephone systems Experience in using Videoconferencing Systems and Cisco WebEx 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 andor ITIL based information technology service environment Professional certification as MCP Windows 7 or any other professional certifications e.g. MCP MS Office, etc. Experience in providing 1st level support for SAP The working language for the position is English and therefore the consultant must be able to work effectively in this language. French andor German would be an advantage. Mandatory EU national or valid work permit for Germany CV in Europass format
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user
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support analyst
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