IT Support Services Analyst

Job Description

We invite you to bring your IT troubleshooting and communication skills into play as you will play a key role in the IT support of Ramboll’s engineers who work on exciting projects across the world. To succeed in this role, you must have five years 1st and 2nd line technical experience, as well as CompTIA A+ or similar level of knowledge. Are you our new IT Support Services Analyst? Click the apply-button to send your application.

Inviting bright minds

Do you want to push the boundaries of your profession and develop your excellence in an open, collaborative and empowering culture? We work to create a sustainable future and our inspiring projects and innovative solutions aim to set the standard among our peers. You will join a global company that has been growing successfully since its founding in 1945. Together, we lead and leave a positive impact on societies, companies and people around the world.

You will join our IT department

As our new IT Support Services Analyst, you will be part of a busy support team where our customers are the consultants, engineers and other experts who work to provide solutions to Ramboll’s external customers. We do not set a clear line between support levels, but instead, your support role will vary depending on your expertise, experience, the UK workload, time of day, and local and global resourcing situation. Therefore, responsibilities will be a mix of many kinds of support tasks, which means that in addition to strong communication and service skills, you need to have a wide, solid understanding of various fields of IT.

Your key tasks and responsibilities will be:

• Incident management and service request management
• Telephone and remote support for Windows 10 running Office 365 and many engineering applications
• Respond to and resolve cases within required time periods and ensure timely escalation when needed
• Following internal processes and timelines
• Ensuring all service and support documentation is kept up to date
• Experience in troubleshooting and resolving advanced technical incidents, whether being related to hardware or software
• Broad knowledge on standard IT technologies, tools and modules, and can support various devices such as pcs, tablets, phones, video conferencing equipment and other devices

The key deliverables over the first 12-24 months for this role will be:

• Providing technical support to Ramboll’s internal customers over the phone, in writing, using remote support and other communication channels as required
• Ensuring all service and support documentation is kept up to date
• Recording all IT-related queries and issues in our ServiceNow portal
• Responding to, troubleshooting and resolving cases within required time periods and ensuring timely escalation when needed

Your starting point for constant growth

From the moment you join Ramboll, we will support your personal and professional development so that you grow with the company. For this role, we believe your starting point is:

• ITIL V3/V4 Foundation certification or similar level of ITIL knowledge
• Microsoft certifications are a bonus - Office 365, Office 2016 or similar level of knowledge
• CompTIA A+ or similar level of knowledge
• Fluent in verbal and written English

Personal qualities that will help you succeed in this role include: A self-fuelled drive to ensure great service is always delivered. The ability to communicate complex technical issues in a way that is relevant to business stakeholders at all levels of the organisation. A high degree of initiative and dependability. A desire to succeed and ensure that support at Ramboll is world class.

Welcome to our Support Organisation

In Ramboll’s Support Organisation we take pride in keeping Ramboll running smoothly, enabling bright minds throughout the organisation to focus on their areas of expertise as we tie together all parts of the business. We provide support within areas like Finance, HR, IT, Legal, Communication, Facility Management and more, coordinating efforts and securing common ground for the development and servicing of clients and markets.

Ramboll in the United Kingdom

Ramboll is ranked a Top 10 consultant in the UK and has 1600 bright minds working across 17 offices to apply their passion to deliver innovative solutions across Buildings, Transport, Environment & Health and Energy. We love seeing our talents develop and succeed and you will have opportunities to work on challenging and inspiring projects within an environment that is friendly, open and supportive.

How to apply

Apply online. Attach your CV, cover letter and relevant documents showcasing why you are the right fit for the role, and when you are available to start. We look forward to receiving your application.

Deadline for applications: 16/07/2023

Additional Information

All your information will be kept confidential according to EEO guidelines.