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IT Support Analyse (M/F)


Vacancy details

General information

Organisation

About Vilmorin-Mikado :

Vilmorin-Mikado is a Franco-Japanese seed producer that has specialized in developing, producing and selling vegetable seeds for professionals since 1743. Our wide range of unique, original seeds is distributed on five continents in more than 100 countries. Vilmorin-Mikado has more than 1,000 employees and recorded sales of €217 million in 2019-2020, of which 15% was entirely devoted to research. World leader in carrots and witloof chicory, Vilmorin-Mikado is also a major player in salads, tomatoes, sweet peppers, kabocha squashes, daikon radishes and bunching onions. Nearly three centuries ago, Vilmorin-Mikado's founders began our Tree Seeds work, which actively contributes to rebuilding sustainable forests. www.vilmorinmikado.com

Vilmorin-Mikado is part of Limagrain, an agricultural cooperative held by French farmers and an international seed group. Limagrain is laser-focused on a single mission: working cooperatively to advance agriculture everywhere, for everyone. Concentrating on the genetic progress of plants, Limagrain selects, produces and sells field seeds, vegetable seeds and cereal products. www.limagrain.com - #Limagrain
  

Reference

2019-4733  

Location

Company

VILMORIN-MIKADO SA

Position description

Function

SUPPORT FUNCTIONS - RISK & QUALITY MANAGEMENT

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 …)

Relationships
Internal

• 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
• External providers

Profile

Competencies

• 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

Requester

Position start date

16/09/2019