IT Support Analyst is accountable for the development and support (first level) of organization’s IT Service Desk Solutions.
Responsibilities
- First line of IT support for all team members via phone calls, emails, service desk requests, in person and remotely within an Information Technology Infrastructure Library (ITIL) framework.
- Onboarding and offboarding team members and ensuring customer queries are captured, validated, and triaged within the ticketing system.
- Troubleshooting common or basic technical issues, such as account and access related issues.
- Maintaining knowledge base with common problems which can be accessed by customers.
- Escalating cases to 2nd level support – Senior Support Specialist, Desktop Support Specialist and Infrastructure Team, where required.
- Taking ownership of tickets including tracking, monitoring, following up, prioritising, and escalating incidents and coordinating with appropriate resources to resolve issues in a timely manner.
- Actively reviewing and resolving helpdesk requests raised by the business, with a focus on root cause resolution.
- Developing and maintaining key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations.
- Supporting the Service Delivery and Infrastructure Team to achieve high service uptime, by providing system information and updates regarding system performance and outages.
- Supporting the Service Delivery and Infrastructure Team by managing the hardware asset registers to ensure manageable stock levels.
- Role modelling organization's values (Accountability, Care, Team)
Skills
- Highly developed written and oral communication skills, particularly in discussing technical matters with non-technical people.
- Good prioritisation and time management skills.
- Ability to work creatively and analytically to solve problems
- Knowledge in supporting PC, software, in a Windows environment.
Experience
- Experience in a customer service environment.
- Experience working within a team, in a fast pacedand constantly changing environment.
- Managing and effectively dealing with service requests and prioritising workload. I have these qualifications
- Degree or Diploma in Information Technology, or related area desirable
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