Skip to main content

IT JOBS IN RUSSIA: IT Service Desk Analyst, MOSCOW

IT Service Desk Analyst

Internal IT | Moscow, Russia
About the role 
Within a global team, you will be responsible for providing frontline user support to our fast-growing Moscow office and also other offices in EMEA.
Reporting to the EMEA Regional Service Desk Manager, you will work closely with the rest of our EMEA, US and APAC team members, by also supporting remotely other offices.
Our support team is global, and level 2&3 skills are located Paris, France. We will rely on you for proper diagnosis of any IT related issue, and escalation to central teams if need be. You will also participate in the projects of new offices, moves, and extensions which are common in our dynamic, fast-paced environment.
You are responsible for user satisfaction and smooth efficient support.
The position may require on average up to one week a month of travel (including travel to Paris for training).
Responsibilities 
  • Frontline incident and request management
    • Monitor the ticketing system for incoming requests, process issues.
    • Log issues and track even when users come directly to you.
    • Efficient support to users including senior management and executives
    • Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
    • Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed.
    • Communicate to the user on progress in a timely manner
    • Document issues, analysis, progress, solution in the ticketing system
    • Ensure process are followed.
  • Workstation setup management:
    • setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X)
    • Modify configurations, utilities, software default settings, etc. for the local workstation
  • Assistance and troubleshooting on IT-related equipment: phone system, videoconference system (LifeSize, BlueJeans…), mobile phones and tablets
  • Local assistance to central teams for local infrastructure management (network equipment – routers, switches, firewall-, branch office server) under central team supervision
    • For proactive or corrective maintenance,
    • Or projects requiring local rollouts
    • Or office projects: new offices, moves, office extensions.
  • Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
  • Training to users
    • Assist with onboarding of new users
    • Provide basic in-house training about end users services (MS Office, Slack, LifeSize, BlueJeans…)
  • Local procurement:
    • Find and manage local provider for end-user devices (workstations, etc.)
    • Manage asset inventory and anticipate hardware needs
    • Proactively identify end of life user workstations and coordinate replacement
Skills :
  • 5 year experience in IT Service Desk environment, in a fast-paced though structured environment (processes)
  • Be able to prioritize and follow up issues with method and efficiency
  • Excellent communication and excellent reporting skills
  • Good level of autonomy
  • Native Russian.
  • Fluent English (written & spoken).
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016 (particularly Outlook) and ideally Office 365
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
  • Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
  • Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
  • Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
  • Ability to write technical documentation to feed the Service Desk knowledge database
  • Knowledge of a ticketing system and Service Desk procedures

Comments

Popular posts from this blog

Floyd Mayweather teases potential UFC bout by stepping inside the octagon as Conor McGregor responds with 'f*** the Mayweathers'

Floyd Mayweather has teased a the idea of himself fighting in the UFC in recent months and the boxing icon went one step further on Tuesday, posting a video of himself stepping into a mixed martial arts cage. With no caption accompanying the clip, The Money Team leader can be seen entering an octagon before pacing up and down as if he were about to engage in an actual MMA bout.  And Conor McGregor, the man who entered the boxing ring to fight Mayweather in a money-spinning Las Vegas showdown in August last year, was quick to notice. He wrote on Twitter: 'Hahahaha very good. Keep up the good work my son. Yours sincerely, Senior.'  The Irishman followed up his response with a picture of himself and his son with the caption *f*** the Mayweathers'. Mayweather set fans' pulses racing last month when he claimed he had been approached by the UFC about a potential MMA fight.  'They just called me not too long ago and asked me to come back,' he said. 'I can come righ…

Chelsea complete £17.5million deal for defender Emerson Palmieri from Roma

Roma defender Emerson Palmieri has completed his £17.5million move to Chelsea. Palmieri posed for pictures with the shirt on Tuesday evening after completing his medical and penning a four-and-a-half year contract. The Brazilian, who has been assigned the No 33 shirt at Chelsea, left his home in Rome to fly to London earlier in the day.  The 23-year-old left-back underwent several medical tests before putting pen to paper to move to Stamford Bridge. 'I came here because it’s a great team with a great history,' Emerson said. 'Today I am realising one of my dreams to pull on the shirt of such a great club. ‘English football is something I have been watching since I was 15 years old. It is a really beautiful game over here but it is going to be even more beautiful to play it.’ Chelsea have agreed to pay a further £5.2m in bonuses for Palmieri, who is likely to be eligible to face Watford next Monday. The Brazilian had been lined up as part of a double swoop with Edin Dzeko, but Che…

Anthony Joshua working hard in the gym as he steps up preparations for Joseph Parker showdown

With just over two months to go until his return to the ring, Anthony Joshua is shaping up nicely after putting in the hard yards at the gym. The world heavyweight champion faces Joseph Parker at Cardiff's Principality Stadium on March 31, where he beat Carlos Takam in October. And trainer Jamie Reynolds has shared footage of the 28-year-old stepping up his preparations with various workouts in the gym. With the clock ticking ahead of the fight, Parker has outlined how he feels he can better his opponent. 'I want to fight a fight that's going to be a fast-paced fight… movement, speed and just different angles – I think that's how we are going to attack Joshua,' Parker told Radio Live. 'He's [Joshua] dominated fighters that stand in front of him, that don't move – all they do is protect themselves,' Parker said about Joshua. When it comes to finding a sparring partner, Parker is looking for a similar fighting style to his 6ft 5in, 240-pound opponent Joshua…