IT System Analyst

Responsibilities

· Proactively manage support requests. Log requests in ServiceNow. Identify and work items requiring attention. Close items when completed.

· Provide site phone and desk side support service including hardware, software, and network troubleshooting.

· Provide equipment deployment, support and repair services (Desktop, Laptop, Printer, Label Printer, Copier, Fax, Smartphone, hand held scanners …).

· Complete hardware refresh \ lease replacements.

· Provide software deployment, support, and patching services.

· Insure operating system patch application on 95% of systems within 2 weeks of release.

· Process and insure timely completion of system access requests.

· Facilitate Move Add Change (MAC) requests \ office moves.

· Support group and deliver individual IT related training (OS, Office products, SharePoint, remote access tools, …)

· Provide mobile phone support.

· Provide facilitation and site IT services to key business and project meetings. Support meeting room equipment.

· Manage asset inventory of computers using standard processes for life cycle of devices including disposal.

· Assist with the implementation of network projects.

· Assist with network equipment deployment/updates/refresh/decommissioning.

· Assist with network documentation.

· Replace/upgrade old equipment as needed to meet business needs or compatibility.

Qualifications

· Experienced. Requires knowledge and experience in own discipline; performing all duties of assigned role, but still acquiring higher level knowledge and skills. Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Works with a moderate level of guidance and direction. Impact of work is primarily within own division or site.

· As the local IT Support person in Mexico City Offices, he is responsible for managing on-site IT services, which includes network infrastructure, computing equipment, and user support/training.

· He is also responsible for auditing the IT facility assets to ensure their availability and warranty the business continuity.