IT Support Service Desk- Senior Analyst

Job Responsibilities:

• Responsibilities
• Provide technical support: Address and resolve technical issues reported by users via tickets or in-person, ensuring timely resolution to minimise downtime. Troubleshoot hardware and software: Diagnose and resolve issues related to computer hardware, software, peripherals, and network connectivity.
• User account management: Create, modify, and manage user accounts and permissions in various systems and applications
• Customer service: Provide exceptional customer service, ensuring users are kept informed of the status of their issues and requests.
• Knowledge base maintenance: Contribute to the creation and maintenance of technical documentation and knowledge base articles for common issues and solutions.
• Training and support: Assist in the training of users on the use of hardware, software, and IT processes.
• Continuous improvement: Identify opportunities for process improvements and contribute to the development of best practices.

Desired skillsets:

• Experience: Minimum 7-10 years of experience in a service desk or IT support role.
• Technical skills: Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common IT hardware and software.
• Problem-solving skills: Demonstrated ability to diagnose and resolve technical issues effectively and efficiently.
• Communication skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer service orientation: A strong commitment to providing exceptional customer service and support.
• Teamwork: Ability to work collaboratively with other team members and departments.
• Certifications: Relevant certifications such as ITIL, or Microsoft certifications are a plus.
• Availability: Able to work flexible 24/7 shifts, including evenings and weekends.