IT Support Analyst

Company

Constellium is a global leader in aluminium products for Aerospace, Automotive, and Packaging sectors. With 12,000 employees and 2024 sales of €7.3 billion, we operate 25 manufacturing sites and 3 R&D centers worldwide. Our headquarters are in Paris, with corporate offices in Baltimore and Zürich. 

The position of the IT Support Analyst is part of the Corporate Offices IT Support Team and is reporting to the Global IT Service Desk Manager. Constellium IT is a global organization with team members distributed over many sites, different countries and time zones.

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 are 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 onsite 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 and Global Service Desk effectively
• 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 global 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