Role Overview

The Service Desk Analyst will be responsible for providing first-line technical support to internal users within the set SLAs. This role involves responding to support requests via various channels (phone, email, chat, or ticketing system), troubleshooting issues, and ensuring a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, a solid understanding of IT systems, and a passion for helping others.

Primary Responsibilities:
First-Line Support:

Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and network connectivity.
Act as the first point of contact for IT support, logging incidents and service requests in the company's ticketing system.
Diagnose and resolve issues remotely or escalate to second-line support when necessary.
Educate and train users on best practices for IT system usage, security, and software to minimize future issues.

Ticket Management:

Efficiently manage and prioritize tickets, ensuring timely and accurate resolutions in line with Service Level Agreements (SLAs).
Track and update tickets with relevant information, providing clear and regular communication to users regarding issue status and resolution.
Escalate priority support issues to the 2nd level support team(s)

User Account Management:

Assist in creating, modifying, and managing user accounts, passwords, and permissions in systems such as Active Directory or other Identity Management platforms.

Software and Hardware maintenance:

Provide support for operating systems (Windows, macOS, Linux) and standard office applications (Microsoft 365, Microsoft Office).
Assist with the installation, configuration, and troubleshooting of computer hardware, printers, and peripheral devices.
Participates in new software testing and deployment as needed.

Knowledge Base Management:

Document common issues, solutions, and workarounds in a shared knowledge base to streamline future support requests.
Identify trends in user requests and recommend proactive measures to reduce future incidents.

Remote and On-Site Support:

Provide remote support to users via remote desktop tools, and when necessary, offer on-site support to resolve more complex hardware and software issues.

Academic Qualifications
Bachelor's degree in information technology or its equivalent from a recognized institution.
Experience

Two (2) years of relevant experience.
Experience with ticketing systems and remote support tool
Experience with Active Directory, user account management, and password resets.

Certifications
IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
Skills and Attributes

Conversant with working in a Microsoft Windows environment and office productivity tools.
Experience with macOS, an added advantage
Basic networking knowledge (TCP/IP, DNS, VPN).
Familiarity with ITIL practices and IT service management (ITSM) frameworks.
Self-starter with desire and ability to learn new skills.
Good communications skills, technical aptitude, detail oriented.
Customer service focus.
Ability to work unsupervised and a high degree of dependability required.
Ability to work well with colleagues as a team member.