IT Service Desk Analyst/Field Engineer Job Description

Main Responsibilities:
• Take responsibility for the management of IT incidents and requests, perform daily checks, balances and incident management of service and solutions availability.
• Support and action service requests and incident management of IT System dependencies by accurately capturing and logging details from telephone, email and direct customer interaction.
• Provide line management leadership for Service desk resources.
• Act as team leader for the Service Desk team in Austria, providing a go to person for the team.
• Act as central point of contact within the Austrian service desk for the Head of Service Delivery.
• Act as an IT escalation point for the Austrian businesses.
• Manage the ICT inventory.
• Assist in Telecom Expense Management
• Support ICT projects.
• Champion the adoption and implementation of new processes and tools to progress the globalisation of IT across G4S.
• Support the problem management process and assist with managing root cause analysis of common, recurring and high severity incidents.
• To offer first/second line support to G4S businesses and associated systems, inclusive of handheld mobile devices, remote access and desktop/laptop users accurately deploying incidents to the appropriate resolver groups.
• Assist in supporting the companies desktop and laptop hardware environment.
• Ensure all incidents and requests are either resolved or assigned to the appropriate resolver groups.
• Assist with ad hoc project work and duties as and when required.
• Act as the local hands on site to assist network and platform teams when required.
• Occasionally travel to alternative G4S sites to act as hands on support if required.

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G4S is the leading global integrated security company, specialising in the provision of security products, services and solutions.
We have been established for over 100 years, operate in 120 countries, globally and employ 580K people.
A vacancy has arisen within the IT Technical Support Team for a Service Desk Team Leader/Field engineer. The role is focused upon the provision of support services to the business and its customers, specifically in the areas of IT support and incident management. This is an excellent opportunity for a candidate with technical and / or Technical Service Desk experience. The successful candidate will join a team covering IT service support for the G4S businesses in Austria and form part of a wider global team covering IT incidents globally for G4S.

We will only consider candidates with demonstrable Technical experience.