IT Support Analyst

Job Description

PRIMARY RESPONSIBILITIES Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc. Provide information on IT processes, general how-to queries and known outages. When a problem is reported, the Help Desk Analyst must analyse the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details. Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets. Follow-up with Level 2 support teams for timely completion of tasks. This job role requires candidates to provide IT support on inbound and outbound calls, web tickets and chat. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week. TECHNICAL SKILLS: Thorough knowledge of Windows 10 and above Operating System. Good working knowledge of Windows, MS Office 365 & internet technologies. Basic knowledge of networking concepts, troubleshooting LAN/remote access problems. Expertise in configuring and troubleshooting Office365, Browser troubleshooting. Ability and willingness to learn quickly, keep knowledge current Offers of employment are conditional upon passage of screening criteria applicable to the job.