Purpose of the Job

The Local Support Analyst is responsible for providing first-line D&T support and assistance to local users and business units within the country. This role involves troubleshooting and resolving D&T issues, assisting with system setups and configurations, and ensuring that local D&T operations are efficient and effective. The Local Support Analyst will ensure that D&T services meet local business needs and align with organizational standards. This position requires strong problem-solving skills and the ability to handle a range of technical support tasks.

Job Description

Customer:

• Deliver high-quality support to local users, enhancing their productivity and satisfaction.
• Resolve D&T issues promptly to minimize disruption to business operations.
• Provide clear and effective communication with users regarding support activities and resolutions.
• Assist users with D&T-related questions and issues in a professional and efficient manner.
• Ensure that support services meet the needs and expectations of local business units.

People:

• Collaborate effectively with the D&T Country Lead and other D&T team members.
• Provide friendly and professional support to local users.
• Demonstrate a commitment to continuous learning and development in D&T support.
• Share knowledge and insights with colleagues to improve support practices.
• Participate in team meetings and contribute to a positive team environment.

Operations:

• Manage and resolve support tickets and requests in a timely manner.
• Assist with the setup and maintenance of D&T systems and equipment.
• Follow established D&T processes and procedures for support and troubleshooting.
• Monitor and report on D&T performance and service levels.
• Maintain accurate records of support activities and issue resolutions.
• Ensure compliance with organizational D&T policies and procedures.
• Assist in the documentation of D&T systems and support processes.
• Provide feedback and suggestions for improving D&T support services.
• Support the implementation of local D&T projects and initiatives.
• Monitor and address any recurring D&T issues or trends.
• Assist with the management of D&T inventory and assets.
• Ensure that support activities align with business objectives and priorities.
• Stay informed about new technologies and industry best practices.
• Assist with user training and support as needed.
• Contribute to continuous improvement efforts in D&T support.

Financial Result:

• Ensure cost-effective use of resources in providing D&T support.
• Assist with managing D&T asset inventory and reducing unnecessary expenses.
• Monitor and report on expenditures related to D&T support activities.
• Identify opportunities for cost savings and efficiency improvements.
• Support budget-related activities and financial planning as required.

Job Requirements - Experience and Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant certifications preferred.
• Basic experience in D&T support or a related role.
• Familiarity with D&T systems, hardware, software, and network technologies.
• Proficiency in D&T support tools and software.
• Ability to work independently and as part of a team.
• Basic understanding of data privacy and security principles.
• Willingness to learn and stay updated on emerging technologies.
• Experience with D&T ticketing systems and support processes.
• Ability to document and report on support activities and issues.

Leadership Behaviors

Skills