Advanced User Support Analyst

Experience : Essential :

• Good knowledge of Windows server 2016 / 2019.
• Good understanding of powershell and ability to use it for automation.
• Expertise in resolving application network licensing and standalone license configurations.
• ITIL v4 Foundation and knowledge of ITIL Service Operation.
• At least two years of hands-on experience in ITIL Service.
• Management principles and processes.
• Exceptional timekeeping and time management.
• Excellent customer service skills, strong business focus and stakeholder engagement skills.
• Solid written and verbal communications skills, including report writing and technical documentation.
• Solid technical knowledge of enterprise IT environments.
• Ability to build positive, cooperative relationships and communicate at all levels with other groups and departments.
• Knowledge of IS work management systems, ideally ServiceNow.

Good to have :

• Experience working in a multicultural and international environment.
• Experience working on SQL servers, need to know advanced SQL querying.
• Knowledge on Application logs and crash log analysis.

Competencies : Role-specific :

• Excellent telephone manner.
• Ability to work unsupervised and as part of a team, and to assess and prioritise work.
• Good organisational knowledge, attention to detail and listening skills.
• Reliable, flexible, adaptable and innovative approach.
• Able to remain calm under pressure.

Behavioural :

• Proven experience of in delivering process efficiencies and improvements.
• Clear and fluent English (both verbal and written).
• Ability to build and maintain efficient working relationships with remote teams.
• Demonstrate ability to take ownership of and accountability for relevant products and services.
• Ability to plan, prioritise and complete your own work, whilst remaining a team player.
• Willingness to engage with and work in other technologies.

Skills Required

Customer Service, Windows Server, Incident Management, Powershell, Itil