Field Services Operations – Field Service Analyst

Job title:

Darwin Rhodes

Core competencies, knowledge and experience:

At least 3 years hands on experience in Field Support Services.
Strong customer service skills
Strong written and verbal communication skills
Must be detail oriented and self-motivating
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Clients: Windows 10, Windows7, Windows XP, IOS
Servers: Windows 2003, Windows 2008, Windows 2013
Dell OEM Certified Technician for ordering parts through OEM and parts replacement
Strong Microsoft Office skills (Outlook, Word, and Excel)
Strong Microsoft operating System installation and troubleshooting skills
Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
Basic knowledge to support Mac and iOS devices
Knowledge to support Multifunctional Devices, Smartphones, PDA’s, iPhone’s, iPad’s & BYOD
Experience in IT related services with basic understanding of Networks, Client Servers and Telecoms
Ability to successfully pass a background security check
Experience including remote control of PCs and video conferencing knowledge
Rotational On-call for executive support

Technical / professional qualifications:

Business & Behavioural Skills

Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
Ability to interact with customers to ensure that the service is flexible, efficient and responsive
To work through issues analytically to a successful conclusion

Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.
Experience of working with multi-discipline teams in distributed locations.
Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.
Use of ITIL service management framework to deliver best practice
Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.
Self-motivated. Ability to learn new technologies on own.
Strong technical aptitude and ability to research and solve complex issues independently
Ability to work as part of a team.
Ability to participate and contribute during crisis times, assist team members/leads, as needed.
Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements.
Demonstrate ownership and responsibility in all assignments
Build and nurture positive working relationship with customers with the intention to exceed their Expectations.