Insight Managed Services Analyst – Bi-lingual

Insight is a Fortune 500-ranked global provider of hardware, software, cloud and service solutions, providing clients the guidance and expertise needed to define, architect, implement and manage technology today while transforming for tomorrow.

Utilising the teammates language skills, this role is the central interface between our Customer’s end users and the Insight Managed Services Operations Team and is a critical for the success of our business.

The Insight Managed Services (IMS) Services Analyst will provide top class, first line helpdesk support to our Clients. The role holder will be required to have a high level of customer focus with great attention to detail. The Service Analyst will be a solution finder and must be pro-active in following up on issues, driving resolution activities internally to ensure the customer has a positive experience.

KEY DUTIES AND RESPONSIBILITIES

• Drive all customer end user queries to resolution on end user IT equipment and related software in a professional and courteous manner. Driving resolution.
• Utilize and update Insight’s Knowledge Management system.
• Respond to any events within our Insight Technology Services Management (ITSM) Solution and work through the Incident, Service Request and Fulfillment Process efficiently & effectively.
• Manage access requirement requests following defined approval processes.
• Communicate all relevant service details to the customer in an appropriate way for the client and the nature of service that has been provided, recording any actions taken.
• Process Return Merchandize Authorisation (RMA) or Collections keeping relevant parties informed of any updates or timelines.
• Coordinate engineering resource either internal or third party and update customer.
• Diagnose and resolve client inquiries.
• Accept and direct escalations either internally or via third party.
• Identify order status and stock availability.

• ITIL Understanding of
- Access Management
- Knowledge Management
- Asset & Configuration Management
- Incident Management
- Request fulfillment
• Support Skills
- End user applications
- Collaboration tools
- MDM and monitoring
- Office 365 basic end user security
- Patching skills (SCCM)
• Advance Microsoft 365 skills in MS Office, Skype, MS Teams and SharePoint.
• Customer Service and Troubleshooting skills
• High attention to detail and a keen service orientation