Senior Field Services Analyst

Skills and experience required:

• Understanding of Desk side Support duties and process.
• Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem,
• Configuration management and processes within ITIL.
• Strong understanding and skills in SLA, KPI Management.
• Should have knowledge on Service Desk operation and tools.
• Good knowledge of ticketing tools (preferably Service Now).
• Understand Service Desk Ticket concepts in Categorization, Priorities, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
• Should have knowledge on MS Office and Teams.
• Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Break fix issues.

Technologies required:

• Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again, this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.

Desirable Skills:

• Minimum Bachelor’s or tecnhnical degree.
• ITIL certification desirable.
• MS and other technical certifications advantageous.
• Experience in manufacturing/factory service delivery desirable.
• ITIL professional is a big plus.