Customer Support Analyst

We are looking for a Customer Support Analyst on a 12-month fixed term contract within the Managed Services area of the EMEA Services function. In this role you will be tasked with delivering world class first-line service desk support to our clients and serving as the primary liaison between clients' end users and the Customer Support team. The role involves actively seeking solutions, proactively addressing risks, and leading efforts to resolve incidents efficiently delivering exceptional customer value.

• Proficiency in German is a requirement for this role, as it involves communication with German-speaking customers., Respond promptly to all client end-user queries, diagnosing incidents, supporting the lifecycle through to resolution and customer satisfaction.
• Navigate and contribute to Insight's knowledge management system.
• Work within Insight's Technology Services Management (ITSM) solution to deliver event management, incident management and service request fulfilment processes efficiently and effectively.
• Manage access requirement requests following defined approval processes.
• Communicate all relevant service details to the client in a user-friendly manner.
• Documenting investigation and resolution activities thoroughly within the relevant toolsets
• Coordinate engineering resources, either internal or third party, whilst updating key stakeholders
• Ensure appropriate escalations are made and clients are updated, as necessary.
  
  Experience in supporting users with Microsoft Office suite (Outlook, Excel, and Word)
• Working knowledge of Active Directory and user administration including but not limited to, creation, amendment, and closure of user accounts.
• Ability to communicate technical challenges to non-technical end users whilst delivering exceptional service.
• Excellent diligence, problem solving skills and ability to resolve complex issues.
• Working Knowledge of the ITIL framework (certification desirable).
• Experience in support/use of applications such as Citrix, remote desktop, TeamViewer, Bomgar, ServiceNow, Azure.
  
  We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there's a reason our average employee tenure is over 6 years.
We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, enthusiastic about helping customers and the real people who sit behind them.