Associate Desktop Support Analyst

Role & responsibilities

The Desktop Support Analyst is responsible for delivering end-to-end support in accordance with the IT Service Level Agreements. By partnering with end-users and technology groups, the support analyst ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.

Key Responsibilities

• Develop service strategy to mitigate software, hardware, and networking issues
• Responds to requests for assistance from employees who are experiencing problems via call, chat, and in-person channels
• Ensure all incidents are resolved within stipulated SLAs
• Document actions taken, RCA, results, of problems in internal ticketing system.
• Provides permanent solutions to reduce recurring issues.
• Track and report all open and closed incidents.
• Proactively learn on new product and service technologies
• Participate in short-term and long-term projects.

Technical Skills

• Experience in using help desk ticketing software.
• Experience in troubleshooting technical issues and ability to handle L2 and L3 escalations.
• Familiarity with ITIL or related service delivery frameworks.
• Hands-on Experience with Windows OS, MS Office 365, macOS
• Hands-on experience in computer hardware troubleshooting and assembling.
• Strong knowledge of Network fundamentals.
• Basic knowledge of Active Directory, DNS, DHCP.
• Familiar with Network Printer & Scanner Installations & Troubleshooting.

Education Requirements

• Graduation in any stream or other relevant combination of training and experience.
• Educated in English Medium is preferred

Number of Years Experience

• At least 2 Years of Experience in IT Service and Support

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