Senior IT Service Analyst

Job Description

Who we are

Do you want to join our Geo-data revolution? Fugro’s global reach and unique know-how will put the world at your fingertips. Our love of exploration and technical expertise help us to provide our clients with invaluable insights. We source and make sense of the most relevant Geo-data for their needs, so they can design, build and operate their assets more safely, sustainably and efficiently. But we’re always looking for new talent to take the next step with us. For bright minds who enjoy meaningful work and want to push our pioneering spirit further. For individuals who can take the initiative, but work well within a team.

Job responsibilities:

Expertise and experience will be instrumental in resolving complex technical issues, and optimizing IT systems as mentioned below.

1. Troubleshooting Skills: Troubleshoot and resolve technical challenges related to desktops, laptops, peripherals, and other IT equipment.

• Understanding of computer hardware components, peripherals, and software applications is essential.

• Familiarity with common tasks and advanced troubleshooting techniques for operating systems.

• The ability to diagnose and resolve technical issues efficiently is a core skill. This includes identifying root causes, analyzing symptoms, and implementing effective solutions.

1. Core Technical Knowledge and hands-on:

• Understanding networking concepts such as IP addresses, subnets, DNS, DHCP, and basic network troubleshooting helps in diagnosing connectivity issues and providing appropriate solutions.

• Deep knowledge in Active Directory

• Managing Office 365 and MS licensing.

3. Support and Communication: Provide expert-level technical assistance to end-users and stakeholders, addressing complex issues and ensuring timely resolution.

• Communicate IT service status, updates, and outages to users in a clear and concise manner.

• Act as a point of contact for escalations and manage stakeholder expectations.

4. IT Service Management (ITSM): Familiarity with ITSM frameworks like ITIL (Information Technology Infrastructure Library) is important for following best practices in incident management, problem management, change management, and service request fulfillment.

• Manage the prioritization and assignment of service requests, incidents, and problem tickets.

• Collaborate with technical teams to identify root causes of recurring incidents and implement effective preventive measures.

• Regularly review and update service documentation, procedures, and workflows.

5. Time Management: Efficiently managing and prioritizing tasks, especially during busy periods or when handling multiple incidents simultaneously, is crucial for meeting service level agreements.

6. Remote Support Proficiency in using remote support tools to assist users who are not physically present is important, as many support interactions occur remotely.

7. Vendor and Supplier Management:

• Collaborate with external vendors and suppliers to ensure seamless service delivery and adherence to SLAs.

• Evaluate vendor performance and negotiate contracts to optimize service and cost efficiency.

8. Documentation Skills: The ability to create and maintain accurate documentation of incidents, solutions, and processes is vital for knowledge sharing and process improvement.

9. Continuous Learning: The IT landscape is constantly evolving, so a willingness to stay up-to-date with emerging technologies and industry trends is beneficial.

10. Inventory Management: knowledge about inventory management.

What we offer

Fugro provides a positive work environment as well as projects that will satisfy the most curious minds. We also offer great opportunities to stretch and develop yourself. By giving you the freedom to grow faster, we think you’ll be able to do what you do best, better. Which should help us to find fresh ways to get to know the earth better. We encourage you to be yourself at Fugro. So bring your energy and enthusiasm, your keen eye and can-do attitude. But bring your questions and opinions too. Because to be the world’s leading Geo-data specialist, we need the strength in depth that comes from a diverse, driven team.

**Our view on diversity, equity and inclusion

**

At Fugro, our people are our superpower. Their variety of viewpoints, experiences, knowledge and talents give us collective strength. Distinctive beliefs and diverse backgrounds are therefore welcome, but discrimination, harassment, inappropriate behaviour and unfair treatment are not. Everybody is to be well-supported and treated fairly. And everyone must be valued and have their voice heard. Crucially, we believe that getting this right brings a sense of belonging, of safety and acceptance, that makes us feel more connected to Fugro’s purpose ‘together create a safe and liveable world’ – and to each other.

Disclaimer for recruitment agencies:

Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated**.**