Information Technology Analyst

As a First Line Helpdesk Support, your role will involve providing technical assistance to staff for hardware and software issues. You will be responsible for preparing, installing, and troubleshooting various hardware, networking, and telecoms equipment in the office and plant. Your key responsibilities will include: - Providing 1st line technical support by addressing support queries via phone and email. - Resolving day-to-day technical issues, managing incidents, problems, and service requests. - Supporting users remotely and conducting on-site visits for hardware installation and troubleshooting. - Maintaining a high level of customer service and adhering to service management principles. - Taking ownership of user problems and being proactive in issue resolution. - Logging all issues in the ticket management software and ensuring timely resolution. - Assisting users with computer equipment and software usage through basic training and advice. - Creating user-friendly documents such as FAQs, how-to guides, and videos for sharing on the ticketing system or Intranet. - Escalating complex issues to the relevant IT team member or third party. - Supporting IT environment changes and managing technology assets effectively. - Monitoring branch systems, ensuring compliance with standards, performing tests, backups, and reporting issues. - Having knowledge of Antivirus configuration, MDM, software deployment, USB blocking, data encryption, and inventory management. - Installing software and preparing computers for various locations. - Operating in alignment with company policies, procedures, and current legislation. - Providing in-branch support as needed. Key Attributes: - Motivated team player focused on achieving results. - Good telephone manner with excellent communication skills, empathy, and patience. - Proficient in Google Workspace (Gsuite), Microsoft operating systems, and networking fundamentals. - Strong understanding of PC hardware setup and Operating System configuration. - Willingness to engage in practical work and take pride in completing tasks effectively.,