IT SERVICES END USER SUPPORT ANALYST

Required competencies:

1. Technical skills

Excellent knowledge:
- Microsoft operating systems such as XP and VISTA
- Microsoft Office 2007

Medium level:
- Microsoft Exchange
- Microsoft SharePoint
- Active Directory / Network domain concepts
- PC hardware (Desktop / Tower, Notebook / Convertibles (tablets))
- Network technology

Basic knowledge:
- Data center technologies (Server, Storage incl. backup devices such tape libraries)
- ITIL Processes (Foundational level) with focus on Service Transition and Service Operation

2. Generic competencies

Language (spoken and written)
- English (Advanced level)

3. Soft skills

- Communication (End users and internal customers, Colleagues, External partners and suppliers, Management, etc.)
Especially in areas where end user support is the biggest part of the day-to-day work, excellent communication skills are required.
This implies listening skills and the ability to explain complex and technical matters as well as processes in a way it can be understood even by people not being in close touch with such things. The candidate must have the capability of demonstrating an appropriate level of patience and understanding, even in case of urgent matters and critical situations where a certain level of urgency has been identified.

- Listening (e.g. to end user concerns but also to advices and directives).

- Sense of urgency.

- Explaining complex and technical matters. including processes

- Teamwork (being part of a small local team, medium sized cross country team and large sized regional team as well as a global team).
Here it’s important that the candidate understand the differences and what it means for his daily work, for instance to find the right balance between offering suitable solutions for the local business by respecting global requirements such as standards and regulations or rules.

- Executing against plans (e.g. to be part of deployment projects where PC HW or operating system needs to be replaced).

4. Education

IT Background, e.g.:
- studying Computer Science
- completed an IT related education below Bachelor level

ITIL Certification preferred (v2 or v3);

Solid experience in supporting medium to large size end user communities in the area of IT (Desk Side Support).

- Support and delivery of IT infrastructure services with focus on End User Support in line with ITIL v3 guidelines, e. g. resolving incidents and answering user service requests, but also other IT related tasks such as problem, access and change management. All services are based on service level agreements and need to be monitored and reviewed on a regular basis. The primary responsibility’s scope is a community of roundabout 120 end users whereas the broader scope is around 550 end users.
Apart from end user support some activities in the area of WAN, LAN/W-LAN and Data Center Operations are required, such as reviewing the physical state of related equipment, connecting devices and Data backup tasks.

Johnson & Johnson is one of the world’s most comprehensive and broadly-based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical and medical devices and diagnostics markets.