Offers “Limagrain”

Expires soon Limagrain

IT Support Analyse (M/F)

  • Internship
  • Teaching

Job description

Position description



Employment Type

Regular Full Time

Main Goal

Purpose of the mission

Within the Infrastructures and Operations IT department, the IT Support Analyst solves incidents, manages service requests within his/her area of expertise according to his/her expertise, and with a constant customer orientation. He/she also participates in the deployment of projects assigned to his service and solving problems.

Job description

The jobholder is responsible for:

• Managing efficiently incidents assigned to him/her by the user support
• Problem solving (identification of solutions for recurring incidents)
• Drafting incident resolution procedures to the service desk
Main activities

L'IT Support Analyst:
• Qualifies incidents with a thorough diagnostic methodology
• Can participate to deliver new transversal (or local) projects liaising with the Project Manager
• Participates and contributes to the resolution of critical incidents (crisis cells)
• Participates to the solving of problems by his/her expertise or depth knowledge of specific subject (Network, systems, OS, Active Directory…)
• Realizes on-site intervention when needed and remotely access workstations to resolve issues on various technologies
• Defines and writes the procedures to improve support service efficiency (level 1)
• Participates to CAB's for requests he/she submitted
• Contributes to decision making in problem solving or project phases
• Offers solutions in a continuous improvement process
• Ensures regular communication with its internal clients
• Is results-oriented: respects quality and calendar commitments (KPI, SLA's, Project planning …)


• Engineering department
• End-users at all level in the Group organization
• Projects managers
• Incident and problem managers
• Asset manager
• Solution Support department
• Business Relationship Manager
• Business Solution Delivery department

• External providers



• 2/3 years graduation in IT Management School
• Knowledge of ITIL standards
• Minimum 2/3 years' experience supporting users
• Good knowledge of IT support activities
• English: proactive

Softs skills
• Strong customer orientation
• Personal efficiency skills: adaptability, rigor and method, initiative, anticipation)
• Resistance to stress and ability to step back from sensitive situations
• Continuous improvement
• Capacity of persuasion
• Ability to adapt your communication to your interlocutor

Key Performance Indicators
• Respect of deadlines and planning (SLA's)
• Number of functional or technical changes or adjustments (continuous improvement)
• Number of tickets categorized (cause tree)
• Number of proposed action plans (training, procedures …)
• Help Desk customer satisfaction index for managed incidents

Position localization

Job location

Middle-East/North Africa, Turkey

Candidate criteria

Minimum level of experience required

3 years or more


Position start date


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