June 5th, 2024

IT Support Analyst

48106

Switzerland, Zürich, Zürich

Remote Position:

No

June 5th, 2024

Internship:

No

Company

Constellium is a global leader developing and manufacturing high value added aluminium products and solutions for a broad scope of markets and applications, focusing on Aerospace, Automotive & Packaging. We design, develop and engineer products / solutions in partnership with our customers. With approximately 12,000 employees worldwide, Constellium operates 28+ manufacturing sites in North America, Europe and China with reported 2022 sales of € 8 billion.

The company is headquartered in Paris (France) with corporate offices in Baltimore, MD (USA), Paris (France), and Zurich (Switzerland).

As a global entity we are acutely aware of our role in contributing to a healthier society and environment. We commit to minimize the impact of our operations and improve the footprint of the aluminium life cycle throughout the value chain. In one important step against climate change, we have committed to cut greenhouse gas emissions by 25% in 2025 vs. 2015. We are further committed to an 80% beverage can recycling rate in Europe and to pursue an equally ambitious strategy in the US. Never afraid to shy away from such ambitious undertakings, we underscored such pledges by issuing a "green bond" linked to our recycling capacity and to our CO2 emission reduction targets in 2021. We are proud to be a pioneer in the metals sector.

We are further dedicated to enhancing our levels of diversity and are proud to be ranked on Forbes' inaugural list of the World's Top Female-Friendly Companies. We will continue to build a more diverse and inclusive company, consistent with our 2030 Sustainability Strategy.

Job Summary

The primary purpose of an IT Support Analyst role is to provide technical assistance and support to users experiencing issues with their desktop computers, laptops, mobile devices, peripherals, and software applications. This role involves troubleshooting hardware and software problems, diagnosing technical issues, and resolving them efficiently in timely manner. Support analysts is also responsible for installing, configuring, and maintaining desktop systems and software, as well as ensuring that users are properly trained on how to use them effectively in Constellium.

Today’s support model at the sites is very varied in terms of sourcing model, costs and service quality.

The challenge for the incumbent will be to find the best way to harmonize processes and service levels whilst optimizing costs.

Key Responsibilities

• Provide 1st & 2nd level infrastructure/desktop/telephony/video-conferencing and smart-phones support to Zurich based users.
• Provide technical support via the use of telephone, email and remote desktop control.
• Resolving incidents as referred from Global Service Desk.
• Collaborate with Global IT teams.
• Ensure all support requests are logged, responded to, escalated when necessary and closed in a timely manner (as per SLA). Calls/incidents and requests logged, tracked and reported effectively using Constellium IT Service Management Tool.
• Participates in projects to enhance or upgrade the infrastructure and introduce innovation.
• Administering/maintaining and supporting the implemented IT services and solutions on-site while following standardized procedures, backed up by the central IT team.
• Procuring, staging, replacing and disposing hardware as needed.
• Maintaining an accurate site IT asset management for hardware, applications and licenses.
• Creating and maintaining the necessary documentation; feeding back incident resolutions to the central IT teams and Global Service Desk.
• Demonstrate service-oriented approach, an understanding of the customer’s needs and be able to achieve and maintain high customer satisfaction ratings.

Experience

• 3+ years of experience in desktop support or technical support role.
• Strong knowledge on desktop operating systems (Windows 10/11), hardware components.
• Hands-on experience with SCCM, Microsoft Intune, Active Directory, O365.
• Experience troubleshooting hardware and software issues, diagnosing technical problems.
• Excellent communication skill with the ability to effectively interact with users at all levels (incl. C-Level management).
• Strong communication skills.
• Ability to work independently and collaboratively, managing multiple priorities and tasks.