IT Support Analyst

The IT Support Analyst, often associated with helpdesk roles, plays a crucial role in assisting users with technical issues, troubleshooting problems, and maintaining IT systems.

1. IT SUPPORT ANALYST

 The IT Support Analyst, often associated with helpdesk roles, plays a crucial role in assisting users with technical issues, troubleshooting problems, and maintaining IT systems.

 1.1.          Key Responsibilities:

• Provide timely and effective technical support to end-users regarding computer hardware and software.
• Work with users and partners to identify and resolve issues.
• Troubleshoot and resolve hardware and software issues.
• Respond to inquiries by phone, email and ticket management tool.
• Installing and configuring hardware and software.
• Troubleshoot and solve TCP/IP network problems.
• Helpdesk Operation: Log and prioritise support tickets.
• Speaking to users to quickly get to the root of their problem.
• Providing timely and accurate user feedback - Keep users informed about the status of their support requests.
• Talking users through a series of actions to resolve a problem [Communicate technical information to non-technical users].
• Following up with users and partners to ensure the problem is resolved.
• Supporting the roll-out of new applications.
• Install, configure, and update software applications.
• Perform routine maintenance tasks on hardware and software.
• Ability to provide step-by-step technical help, both written and verbal.
• Documentation of procedures and drafting of relevant reports.
• Maintain accurate records of support activities, solutions, and issues.
• Create and update knowledge base articles for common issues.
• Collaboration: Work with other IT professionals to escalate and resolve complex issues as well as collaborate with different departments to understand their IT needs.

1.2.          Job Requirements:

 Education: A degree in Information Technology, Computer Science, or a related field is preferred.

Certifications: Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Windows 10 are beneficial.

Experience: Prior experience in IT support roles would be an advantage.

Skills: Customer Service Skills: Strong customer service and interpersonal skills are essential for effectively assisting end-users.

Problem-Solving: Ability to analyse problems and develop creative solutions quickly.

Technical Proficiency: Familiarity with operating systems (Windows, Linux), hardware components, and common software applications.

Technical Troubleshooting: Identify and resolve technical issues efficiently.

Communication Skills: Clearly convey technical information to both technical and non-technical users.

Team Collaboration: Work effectively with other IT professionals and teams.

Adaptability: Quickly learn and adapt to new technologies and systems.

Attention to Detail: Thoroughly document issues and solutions with attention to detail.

Time Management: Prioritize and manage multiple support tickets simultaneously.