IT Support Analyst

Local Unit & Position Description:
Objectives:

- Provide exceptional customer service;
- Fix 60% of incidents at first contact (where possible);
- Ensure adherence to SLAs;
- Ensure that incidents are dealt with according to customer and priority needs;
- Ensure all events are accurately logged;
- Take ownership of registered cases, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution;
- Follow processes to ensure that a high quality of service is provided to internal and external customers;
- Desire to build relationships within the service desk team, the IT group and the wider organisation;
- To understand the business and its objectives;
- Give valuable information for other support lines.

**Responsibilities**:

- Log all incoming calls to the service desk;
- Ensure that information is accurately recorded in the service management tool;
- Ensure that incidents are assigned to the correct resolver team;
- Coordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users;
- Work with virtual teams as required;
- Undertake deskside support in your office and station visits as and when required;
- Provide basic in-house training to end-users;
- Utilise knowledge base system and contribute to the knowledge base;
- Act as a single point of contact;
- Take part in testing of new releases or contribute to virtual teams in project work;
- Represent the service desk at team and department meetings when required;
- Plan and prioritise work to ensure that deadlines and targets are met;
- Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments.

Position Qualifications:
Job Requirements:

- Excellent customer service skills, including the ability to work with users of all skill levels;
- Excellent telephone, oral and written communication skills;
- Extremely detail oriented and ability to consistently follow team procedures and documentation;
- Recent support center/technical support experience (at least two years full time) preferred;
- Working knowledge of Windows 10 desktop;
- Working knowledge of Microsoft Office 365 (Outlook, OneDrive, Teams, Word, Excel, PowerPoint);
- Working knowledge of Microsoft Windows & Network connectivity troubleshoot;
- Working knowledge of Windows Server basics (Active Directory, Network Sharing, Permissions);
- Service minded attitude that will create positive impact on end users;
- Have proficiency in English and in Portuguese - spoken and written to communicate with international customers and other IT colleagues.

Company & Business Area Description:
DNV is the independent expert in assurance and risk management, operating in more than 100 countries. Through our broad experience and deep expertise we advance safety and sustainable performance, set industry benchmarks, and inspire and invent solutions.

The Global Shared Services (GSS) organization within DNV provides high quality, cost effective services and processes within Human Resources, Finance and IT, based on requirements defined by the business areas and Group. GSS also develops central competence for distinct services, projects and development and will support policy, procedures and system implementation on a global, regional, and local level.

GSS is about bringing a team of true process experts together, going for professional service levels at industry standards, and offering centers of expertise for competence based advisory. We are driven by people’s competence and motivation to help and support the business areas. As a member of the GSS community you act in a professional, multi-cultural, competent and service oriented environment with good possibilities to enhance your personal competencies and expertise, and to build a strong network with colleagues around the world.

Equal Opportunity Statement:
DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity