IT Support Analyst

Total Yrs. of Experience*

Exp-3-5 yrs of experience

Relevant Yrs. of experience*:

Detailed JD *(Roles and Responsibilities)

IT Support Analyst

We’re looking for an IT support analyst to:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries 
• Receive, log and manage calls from internal staff via telephone and web portals 
• 1st line support - troubleshooting of IT related issues for Windows 10/11, MS outlook, Knowledge of various mobile devices (Apple, Android, Windows)
• Escalate unresolved tickets to the infrastructure support team 
• Log all calls in the tool SNOW (Service Now) 
• Ability to multi-task and prioritize workload
• Ability to adapt to continuously changing procedures and environment
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner 
• Maintain a high degree of customer service for all support queries and adhere to all service management principles 
• Provide stats for the weekly Service Desk report on call trends 
• Publish support documentation to assist staff with requests for information & provide staff training if required 
• Excellent communication skills, both written as well as verbal, with prior voice support experience
• 1-2 years previous IT Service Desk and/or Call Centre experience required 
• Incident Management experience – Managing incidents including business expectations and communication