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User Support Analyst
2015-03-06 12:04:47| Space-careers.com Jobs RSS
RHEA is currently recruiting an User Support Analyst to support the Service Desk at our clients premises in Darmstadt, Germany. Tasks and Activities The scope of work will include 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 Skills and Experience The following skills and experience are mandatory 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 skills would be highly desirable 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 How to Apply Looking to take your career to the next level? Interested applicants should submit their CV and Cover Letter to RHEAs Recruitment team at careersrheagroup.com no later than 17042015. Preference will be given to candidates eligible for an EU or national personal security clearance at the level of SECRET or above. About RHEA RHEA is a leading engineering consultancy firm with demonstrated expertise in space, system and secure software solutions. We attract skilled engineers, scientists and management professionals and offer a range of exciting career paths working alongside clients such as the European Space Agency, the European GNSS Agency, EUMETSAT, NATO and Airbus Defence Space.
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support analyst
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