IT Service Desk Analyst

4 weken geleden

Bladel, Noord-Brabant, Nederland Barry-Wehmiller Voltijd

Job Summary:

Alliance is a privately held company with a history of over 35 years dedicated to providing corrugated box manufacturing machines and services to the changing industry. As a global supplier of productivity-enhancing process machinery and systems, we supply innovative designs, intelligent automation, and optimized workflow, coupled with highly responsive parts and service support. Our global support system covers the full product portfolio of Alliance, Serco, TEI, ASC, Pallmac, J&L, and Tanabe machines. Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting, and paper-converting industries.

Job Responsibilities:

  • Provide world-class customer support by assisting internal customers with PC and mobile device-related challenges.
  • First-level response to incident tickets, including installation, diagnosis, repair, maintenance, or upgrade of PCs, peripherals, or software.
  • Accept and solve support issues, migrating and deploying PCs/PC images as needed.
  • Respond to ticketing incidents by priority and assignment, supporting customers through superb communication in person, by telephone, or email.
  • Document resolution and communication history in incident tickets, converting resolution to knowledge base documents for sharing with team members when appropriate.
  • Diagnose, analyze, and resolve PC and software problems through the incident ticketing system, analyzing root cause and implementing corrective solutions.
  • Deploy new equipment to customers, from unpacking to delivery, and collaborate with the infrastructure team to ensure efficient operations.
  • Assist in resolving issues with customers on server-based software products, applying the latest security settings, antivirus, and application patches when working on PCs.
  • Use tools and applications for monitoring PC performance, providing performance statistics and reports, and maintaining inventory of all hardware and software.
  • Contact third-party support and PC equipment vendors when necessary, maintaining knowledge of current IT trends and advancements.
  • Responsible for other opportunities as required, working full-time in an in-office position with on-call availability and some evening and weekend hours.

Requirements:

  • Proven analytical and problem-solving abilities, with the ability to effectively prioritize and execute tasks in a fast-paced environment.
  • Strong written and oral communication skills in Dutch and English, with a focus on customer relationship skills.
  • Strong troubleshooting skills and knowledge of IT hardware and software, with the ability to conduct research into software issues and products as required.
  • A+ certification is desired, along with an associate degree in business administration, computer science, or management information systems, or 3-5 years of related work experience.
  • Good knowledge of the Dutch and English language is required.

Travel: Up to 30% of time may be spent traveling for remote support, with frequent support visits required to Alliance sites in Bladel, Terneuzen, Weesp, Belgium - Antwerp, and Zellik.

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