IT Support Services Analyst

• This role involves delivering initial technical support to end users.
• The ideal candidate possesses a robust grasp of IT fundamentals, coupled with adept problem-solving skills.
• Additionally, the role demands sound judgment to swiftly identify and address high-impact incidents, making informed decisions regarding the path of user queries.
• Responsible for delivering initial technical support to end users.
• Uses sound judgment to swiftly identify and address high-impact incidents, makes informed decisions regarding the path of user queries.

About You experience, education and skills required

• Bachelors degree in related field.
• Ability to support 24*7 in rotational shift.
• Minimum 1 year of experience as a Service Desk Analyst or relevant role. Technical proficiency in troubleshooting IT issues.
• Excellent researching and problem-solving skills, including the ability to analyze, evaluate, and determine solutions to business problems.
• Familiarity with IT service desk tools and technologies e.g active directory, O365 admin, SharePoint, etc.

What will you be doing in this role:

• Provide expert-level support for reported technical issues and incidents, ensuring timely and effective solutions over the Call and Teams chat.
• Troubleshoot and resolve complex hardware, software, and network-related problems.
• Install, configure, and maintain software applications and systems.
• Prioritize and escalate issues as needed.
• Deliver exceptional customer service by ensuring a positive and professional interaction with end-users.
• Maintain accurate records of incidents, resolutions, and interactions with internal customers.
• Suggest knowledge base requirements for common issues and resolutions.
• Able to identify recurring issues and or other evolving trends and flag them for correction