IT Support / Service Desk Analyst 24N25

The IT Support / Service Desk Analyst plays a crucial role in maintaining the technology framework that supports a company's operations. Tasked with the maintenance and oversight of user support within an organization, this role involves addressing network and system issues and ensuring the highest level of IT service delivery. The ideal candidate for this position will have a deep understanding of IT systems and networks, possess top-notch customer service skills, and demonstrate an ability to solve problems efficiently. They must be adept at managing and resolving user issues and capable of working under pressure to meet demanding deadlines. Attention to detail, coupled with a proactive approach to handling technical challenges, ensures quick resolutions and minimal disruption to business operations. This role requires someone who can communicate effectively across various departments and levels of the business, offering technical support and guidance to optimize the use of IT resources.

Responsibilities

• Provide first-level support to end-users for IT-related issues and queries.
• Diagnose and troubleshoot both software and hardware problems accurately and promptly.
• Track, prioritize, and document customer support requests using a ticketing system.
• Resolve network connectivity problems, including internet performance issues.
• Maintain, update, and enhance the IT service desk knowledge base regularly.
• Monitor system alerts and take necessary action to prevent system downtime.
• Assist in the setup and configuration of desktop computers, hardware, and software.
• Collaborate with other IT team members to ensure overall IT systems security.
• Report reoccurring issues to IT managers to develop strategies and solutions.
• Train and guide users on new technologies and software applications.
• Conduct periodic audits and maintenance to ensure optimal system performance.
• Continuously enhance technical skills and knowledge through self-study and training.

Requirements

• Bachelor's degree in Information Technology or a relevant field preferred.
• At least 2 years of experience in an IT support or service desk role.
• Strong knowledge of operating systems, networking, and hardware support.
• Excellent problem-solving, analytical, and multitasking skills are essential.
• Effective communication skills to aid in technical and non-technical guidance.
• Certifications such as CompTIA A+ or ITIL would be advantageous.
• Ability to work independently and collaboratively within a high-pressure environment.