I'm currently searching for a full-time IT Service Analyst to work as part of the IT team - part of the Operations group, handling 1st/2nd line support for IT services and associated equipment to users throughout the studio.
My client is a AAA studio based in Copenhagen and they're looking for a service minded, highly organized IT professional with strong technical background and excellent communication skills.
You will be an enthusiastic, team minded, creative, problem solver with an eye for proactive solutions.
You should be flexible; comfortable with change and ambiguity, able to work diligently in a time pressured environment.
The IT Service Analyst reports to the IT Manager and is responsible for delivering consistently exemplary service to the ‘customers’ in the studio and in line with the group IT policies.
As the face of IT, your premiere task will be to provide frontline IT Support to the staff via Servicedesk system and onsite presence.
You will be the focal point of our Danish service desk. You must be involved in developing the service desk, processes and raise our level of service wherever it’s needed.
This means meeting and wherever possible, exceeding Service Levels and KPI (Key Performance Indicators) set by the IT Manager.
You’ll engage in accurate logging and updating of all support requests in Service Desk software following a “quality ticket” process.
This includes regular communication with the user, providing and updating ETAs on all tickets and ensuring no ticket is closed before it is fully completed.
You will also be troubleshooting technical issues and working (alone, and where necessary, with other support staff) to prioritize and resolve tickets efficiently.
Additionally, you’ll maintain an up-to-date knowledge in the field of existing IT infrastructure and applications and with a solid awareness of trends and upcoming developments in the field.
Part of your job will be to support in-house and 3rd party AV equipment in meeting rooms (and the setup thereof), and support the IT team with information and technical expertise advice. You will also be administering the in-house and mobile phone system(s) and voicemail.
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