IT Support Analyst (12 Month FTC) 1

ABOUT US
tms unites technology, marketing, and sourcing to drive transformational change for the world's leading brands. With 1,200+ employees across 26 countries, we offer an impressive range of solutions - from inspiration and innovation to category management and delivery.
Operating as a creative agency, a strategic consultancy, a sourcing business, and a technology provider, we engage with over 110 million customers every single day for our clients, including McDonald's, T-Mobile, O2, Starbucks, and adidas.
Most importantly, we're a place where you can achieve great things, and be recognized as the best.
WHAT MATTERS THE MOST
Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving.
tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice! Visit us at tmsw.com .
WHY WE THINK YOU WILL LOVE THIS ROLE
The FSO Support Analyst will work within a dynamic team that is accountable for providing world class technology services and support for our Duisburg office. The primary focus of this role is to provide both remote and desk-side support to internal employees and external partners to support business operations and deliver technology operational excellence on a daily basis.
WHAT YOU WILL BRING TO THE ORGANIZATION
Responsibilities

• Provide first contact resolution of technical support issues within the expected service level agreement for MACs and PCs
• Support mobile technology and devices (iOS and Android)
• In Depth Knowledge of Microsoft O365 suite
• Use/audit team standard operating procedures to resolve incidents and service requests
• Log tickets into Service-Now tool, tracking incidents and service requests impacting all users
• Provide on-call support for approximately one week/month
• Deliver solutions to effect gains in efficiency for IT objectives
• Identify opportunities to reduce costs of technology and/or increase productivity
• Validate all technology assets comply with the IT policy for security and legal/illegal software
• Protect Company and User data
• Manage tickets/relationship with 3rd party service providers
• Notify IT Risk Manager of any concerns involving risks to the company through technology
• Responsible for aiding in own self-development by being available and receptive to any training made available by the company
• Provide outstanding customer support, foster open dialogue, share diverse options and concerns through a trusting environment.
• Focus on outstanding customer service and a positive customer experience
• Share knowledge and experiences with the larger technical support team
• Complete technical support tasks and assignments as given
• Escalate technical support issues to the Level 3 teams within HAVI IT
• Perform other duties as required

KPIs

• Service Availability (uptime)
• Project delivery (on-time, within budget)
• Adherence to Client SLA's
• Managed Service providers SLA adherence

SKILLS AND EXPERIENCE WE WOULD LIKE YOU TO HAVE

• Bachelor's Degree in Computer Science or related field (or equivalent experience) preferred
• Knowledge of ITIL best practices
• A minimum 3 years of experience with a significant IT background in supporting day to-day operations within a Technical Support function
• Basic understanding of the ITIL framework
• Experience providing training and education to employees on a variety of technology and tools
• Expertise in Apple OS and Windows 11 environments
• Desktop/Laptop/Printer troubleshooting
• MS O365 Suite for MACs and PCs
• MS Azure Active Directory and MS Admin Centre
• Intune device management
• Mobile technology and devices including Android and iOS
• Adobe Creative Suite support and knowledge is a plus
• Can effectively communicate complex issues to both technical and non-technical individuals
• Demonstrates initiative, self-discipline, a positive attitude and strong work ethic with attention to detail
• Able to help maintain high standards, expectations, and delivery related to team performance
• Demonstrates strong written, oral, presentation and listening skills; includes giving respectful, full attention to people, taking time to understand the points being made and asking questions as appropriate
• Strong customer service skills, professional and people oriented
• Ability to multi-task and solve multiple issues simultaneously
• The ability to follow policies and procedures, maintain accurate and detailed Help Desk tickets
• Proven time management skills.
• Must be a self-starter with a positive attitude.
• Adaptability to change and an ability to help socialise change

Any of the following would be a plus

• Technical certifications
• Adobe Creative Suite support and knowledge.