IT Desktop Support Analyst IT Desktop Support Analyst …

Chicago Mercantile Exchange
in Amsterdam, Noord-Holland, Netherlands
Permanent, Full time
Last application, 16 Aug 19
Competitive
Chicago Mercantile Exchange
in Amsterdam, Noord-Holland, Netherlands
Permanent, Full time
Last application, 16 Aug 19
Competitive
IT Desktop Support Analyst
Description
CME Group is the world's leading and most diverse derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Joining our company gives you the opportunity to make a difference in global financial markets every day, whether you work on our industry-leading technology and risk management services, our benchmark products or in a corporate services area that helps us serve our customers better. We're small enough for you and your contributions to be known. But big enough for your ideas to make an impact. The pace is dynamic, the work is unlike any other firm in the business, and the possibilities are endless. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.

To learn more about what a career at CME Group can offer you, visit us at  www.wherefuturesaremade.com .

The Desktop Support Analyst is responsible for identifying and resolving first and second line issues and where possible resolve more complex issues, referring these to a senior member of the team when required. The person in this role will follow established guidelines and processes, incorporating these into their daily workload. Individuals are expected to contribute to work flow or process change and to have a strong understanding of the Business and IT function.

KEY ACCOUNTABILITIES:
• Responsible for the delivery of excellent end-user support services to colleagues
• Act as the first point of contact and key interface between the business and IT, logging, triaging, managing and resolving incidents and requests across all NEX enterprise technologies
• Provide first and second line support via telephone support, email, live support and in person walk ups to the IT area
• Identify, troubleshoot and resolve all support issues relating to corporate desktop, telephony and associated business applications
• Provide advanced remote and deskside technical support for desktop and telephony environment. Knowledge of Microsoft Windows 7, 10, Microsoft Office, Office 365, including Skype for Business and Slack. Knowledge should also include hardware support (including desktops/laptops/printers) and Cisco Unity Call Manager system
• Provide appropriate technical support to resolve IT related incidents and requests on first contact where appropriate
• Ensure that information security considerations and controls are in place and adhere to the Information Security policies at all times
• Managing the obligation of the company to its customers and ensuring that any conflicts are mitigated and/or escalated to management
• Work as part of the Global End User Support team of Analysts to log and update all NEX IT Incidents and Requests within the Service Now IT Service Management portal
• Support all Microsoft platforms (Windows 7/10, Office, including Skype for Business), third party and internally designed applications
• Work with NEX Desktop Management Team to test and deploy desktop images
• Ability to quickly identify, diagnose and resolve technical support issues
• Coordinate and support all user relocations
• Provide detailed technical documentation and communicate concisely and accurately with both EUS and other NEX IT technical teams as required
• Provide technical support by creating, amending and troubleshooting user account issues, managing email accounts, creating, amending and managing distribution groups
• Ensure that response time and resolution time objectives are met as defined in SLA metrics, along with ensuring they are dealt with to the Business' satisfaction
• Responsible for working with third party service providers to ensure end to end support is maintained as required
• Responsible for completing new starter and leaver requests within SLA
• Contribute to End User IT systems in relation to new building fit-outs or changes and moves, including video display systems and video distribution systems
• Document, maintain, use and share appropriate product and services knowledge and learn about new products and services as required
• Contribute to and follow up-to-date process and procedure documentation
• Contribute to continuous improvement activities within the team to enhance service levels
• Have knowledge and understanding of the contents of EUS processes and procedures and be aware of the IT organisations strategic aims, policies, processes and procedures
• To actively work with appropriate teams in IT to pre-empt service issues and minimise the impact of service issues to the Business
• To keep up-to-date with developments within the organisation that may have an impact on the user experience
• To fulfil any additional / ad hoc duties as required to meet the needs of the business

PERSON SPECIFICATION:

COMPETENCIES:
• Customer Service - Strives for excellent levels of customer satisfaction. Going above and beyond to be helpful and professional to all customers
• Efficiency - Plans ahead, manages time efficiently, is punctual, is cost conscious and is consistently thinking of better ways to do things. Ability to multi-task effectively
• Quality of Work - Pays attention to detail, checks own work for accuracy and quality and takes personal responsibility for achieving quality standards. Sets goals and targets for self which improve upon previous performance and consistently strive to exceed existing quality and service standards
• Teamwork - Works sensitively with others and openly shares information and knowledge with the appropriate people at the right time. Encourages a co-operative team approach to handle workloads and overcome difficulties and maintains continuous dialogue with unit members as appropriate
• Leading - Leads by example. Demonstrates a positive attitude towards working with others and a willingness to move out of their 'comfort zone' in order to gain a clear vision of overall business goals so as an individual they can understand how their tasks contribute to the overall business strategy

SKILLS & KNOWLEDGE:
• Experience of working in fast-paced, technology led environment
• Ability to work from ITSM tools such as ServiceNow and self-prioritise accordingly
• Act on initiative with minimal management, and on multiple tasks concurrently
• Thorough understanding of Microsoft Windows
• Knowledge of MAC OS highly desirable
• Knowledge of standard range of desktop applications and hardware
• Follow-me print solutions
• Understanding of mobile devices - iOS and Android and mobile device management
• Knowledge of device encryption systems, network patching and cabling systems
• Knowledge and experience of using anti-virus systems
• Knowledge of networking configuration LAN/WAN and wireless connections, with a technical ability and understanding of FTP, SSL etc
• Working knowledge and understanding of Desktop/Laptop/Telephony hardware and operating systems (e.g. Windows, Linux, Apple)
• Experience with basic networking protocols and network services including DNS, DHP and TCP/IP
• Basic understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection
• Understanding and experience of Microsoft Exchange/Active Directory, creating and managing emails accounts, creating and amending distribution groups, creating, amending and troubleshooting issues with user accounts and permissions, including Group Policy permissions
• Knowledge of audio and video conferencing technologies
• Excellent knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Understanding of Cisco routed network topology would be an advantage
• Knowledge and understanding of End User Collaboration systems - email, video, conferencing etc
• Relevant industry certifications to include Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook, A+ and ITSM products, or ITIL v3.0 Foundation accreditation highly desirable

EXPERIENCE:
• Solid experience within a Technical Service Desk/Desktop role
• Previous experience in a Customer Services environment, preferably within the private sector desired
• Good experience of using best practice IT Service Management tools to log and manage user calls and provide first time resolution where practical. Experience of Service Now is preferred
• Professional qualifications: ITIL v2 or v3 foundation, Service Desk Institute SDA or equivalent ITSM qualification

SPECIAL JOB REQUIREMENTS:
• This role will be on a shift rota basis (between 7.30am - 6pm) and on-call rota
• Public holiday cover
• After hours and weekend work as and when required

For EU Residents, the Candidate Privacy Policy can be found here.
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