IT Service Desk Analyst

Location

Cayman Islands


The primary role of this position is to service the IT support needs of our end-users and clients in a  demanding and result-oriented environment. You will be responsible for providing both onsite and remote support. This challenging role requires excellent client-oriented communication skills and a thorough, logical approach to problem solving. You will be expected to deal with a high volume of tickets to the Service Desk using a variety of problem solving techniques, while maintaining a high level of customer satisfaction.

You will work as a member of the Global IT Organization, in a global IT Service team, reporting to the Service Delivery Manager. You will provide local support to onsite users and remote support to our user base globally. You will be expected to work using your own initiative but following Standard Operating Procedures and utilizing our internal knowledge base and be able to communicate effectively with other IT teams. This role sits within a Global office supporting a user base of 3500 and growing worldwide. Experienced IT practitioners are welcome, but weight will be given to customer focused individual who show the right “can-do” attitude and a voracious appetite for work in an exciting and vibrant team.

Your Responsibilities

  • Use of Active Directory, Exchange, Office 365 and other tools to create and manage user accounts and set permissions
  • Escalate support calls where necessary, following the in house procedures for escalation
  • Provide desktop, network and application support
  • Participate in (global) projects, also on site
  • First line of contact for all technical issues, questions, and comments that customers need clarifying
  • Monitor and order supplies and equipment as needed
  • Provide support for the varied Audio-Visual equipment (Projectors, Videoconference Units, etc.)
  • Coordinate off-site repairs with external vendors
  • On Call Support (OOO)
  • Creating / Writing Service Desk Procedures and End User Manuals

Who we are looking for

  • Excellent Customer Service oriented professional
  • Excellent knowledge of English both spoken and written, other languages advantageous
  • Previous experience working within a 1st line support preferred
  • Experience of solving IT technical solutions and communicating regularly with customers and users
  • ITIL certification or a willingness to undertake
  • Experienced in support of Microsoft OS, Microsoft Office, Microsoft Exchange, Active Directory account management
  • Basic knowledge of networking and VPN
  • Take initiative and feel responsible for your work environment

Call to action

We have the local knowledge and on-the ground presence that our clients need to succeed.

Intertrust professionals have the drive and ability to get things done while applying high standards in their work. Join our team and interact with colleagues and clients from all over the world and become part of a diverse and international group.

If this position interests you, please select the apply button

Deadline for applications is October 16th, 2020

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