IT Service Desk Analyst

About Grass Valley 

With our award-winning technology and trusted expertise, Grass Valley enables and empowers creators, broadcasters and media organizations to produce brilliant content that captivates audiences and connects people through the magic of media.  

As the industry’s R&D powerhouse, we offer the widest and deepest range of best-in-class solutions in the industry. We are the trusted partner to many of the biggest and most creative names in the media and entertainment business as we help our customers to build successful media businesses and navigate the rapidly shifting mediascape.  

Grass Valley has been engaged in the media technology business for over 60 years and is part of Black Dragon Capital. 

Our people are creative, knowledgeable, passionate and dedicated, working together to deliver high quality solutions and services to customers all over the world. We are looking for our future ambassadors, technologists, thought leaders and innovators to continue this beautiful journey with us. This is your opportunity, join us!  

For further information, please visit Grass Valley.           

The Role 

Grass Valley is currently looking for a capable, reliable, motivated and teamwork-oriented IT Service Desk Analyst to join our team, to provide effective IT Service Desk for users with maximum satisfaction and efficient IT assistance for project teams.
The IT Analyst will be the primary contact for users in the EMEA region, project teams and partners. He/she will be expected to diagnose/troubleshoot/resolve IT issues and to deploy/maintain IT infrastructure and applications

Responsibilities:

• Process IT request tickets and incident tickets in a timely manner as the 1st and 2nd line support;
• Communicate with users, IT team and vendors. Guide and train users;
• Diagnose/troubleshoot/resolve IT issues faced by local/remote users related to computer software, operating system, hardware, mobile device and other IT tool/system/infrastructure/application;
• Handle quotations, order, delivery, setup and inventory of client/mobile device, telephony and server/network devices;
• Administer and maintain users and computers of Active Directory;
• Administer and maintain Windows servers and network appliances with consideration to minimize impact on users’ business;
• Maintain mobile devices and application to support users working anywhere;
• Support the establishment of new systems (physical installation/replacement and data conversion);
• Manage IT devices in stock, track IT expenses with evidences for audit purposes;
• Vendor interfacing for laptop, desktop, servers, mobile, LAN, WAN, internet and PABX.
• Work closely and support other IT teams like Back Office or Infrastructure

• A degree in Computer Science, Electrical Engineering, Computer Engineering, Software Engineering, or similar technical discipline, or equivalent
• Possesses authorized certification (MCP, CCNA)
• Minimum 3 years’ of relevant experience in a corporate IT Helpdesk environment
• Broad knowledge of client-server system
• Ability to work independently with a high level of commitment and resilience
• Able to communicate fluently in English and write technical documentation in English
• Excellent communication, written and presentation, and interpersonal skills.

• Strong customer focus
• Strong multi-tasking skills
• Self-starter who is excited about technology
• Willingness to learn and adapt to the entire technology stack
• Solid research skills with an emphasis on finding and using information quickly
• Proven ability to function as a part of a team.
• Excellent written and verbal communication skills.
• Proven ability to meet deadlines.
• Be hardworking, organized, team orientated and be able to work under pressure.
• Ability to travel to and work at customer sites on a regular basis if require