IT Support Analyst

Location BR-RJ-Rio de Janeiro
Requisition ID
2021-15577
Business Area
Global Shared Services
Category/Discipline
Administrative / Support
Posting Position Type
Permanent Employee

Local Unit & Position Description

Global Shared Services IT (GSS IT) is the DNV GL IT organization responsible for delivering a wide range of IT capabilities and capacities to business and corporate units and to end users worldwide. GSS IT with nearly 400 employees worldwide is the internal service provider for IT support globally in DNV GL and has a key role in system evaluation, development and integration. We are looking for IT Support Analyst for our Global Service Desk team in Rio.

Objectives and Responsibilities:

  • Provide exceptional customer service within fixing incidents at first contact (where possible)
  • Ensure adherence to SLAs
  • Installing and configuring computer hardware, operating systems, and applications
  • Troubleshooting systems, multiple applications, and network issues
  • Prioritizing and managing many open tickets at the same time
  • 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
  • Provide basic in-house training to end-users
  • 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
  • Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures, and developments (Utilize knowledge base system and contribute to the knowledge base)

Position Qualifications

Position Qualifications

  • Bachelors degree or equivalant in graduation course of Information Technology or other relevant fields
  • Proficiency in English: strong verbal and written communication skills (the working language is English)
  • Good knowledge of MS Windows 10 operating systems, Office 365 and other Microsoft products
  • Good knowledge of Windows Server (Active Directory, Network Sharing, Permissions, Management Console)
  • Recent support center/technical support experience preferred

To succeed in this position, you will need:  

  • Excellent customer service skills, including the ability to work with users of all skill levels
  • A service-minded and problem solving attitude that will create a positive impact on end-users
  • To be the team player and like to share knowledge
  • Ability to prioritize own workload and manage conflicting deadlines
  • Ability to quickly learn several proprietary applications that are core to our business
  • Enjoy working in a fast-paced environment, managing multiple deliverables, and remaining flexible and service-minded

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 GL 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!

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