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JOB PURPOSE: 

The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues

Key Responsibilities & Tasks:

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging, and managing calls from internal staff via telephone and email
  • Maintaining an Asset Database and track changes
  • 1st ,2nd, and 3rd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers
  • Troubleshoot basic network issues such as Internet and LAN issues
  •  Escalate unresolved calls to the infrastructure support team
  • Log all calls in the Service Desk Call Logging system.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Provide stats for the weekly Service Desk report on call trends
  • Publishing support documentation to assist staff with requests for information & provide staff training if required

Qualification & Experience:

  • Bachelor’s in computer sciences.
  • 3+ Years’ experience in relevant position.