Job: IRC22750 IT Support Analyst

·         Provides first line service desk support to employees, assisting them with hardware and software problems via phone, email, remote control or desk side.

·         Maintains a high degree of customer service for all support queries and adheres to all service management principles.

·         Assumes ownership of user problems and proactively works to resolve user issues.

·         Ensures that all service requests are logged in the service desk.

·         Responds to inquiries from employees and helps them resolve hardware or software problems.

·         Helps maintain a log of any software or hardware problems detected.

·         Supports users in the use of computer equipment by providing necessary training and advice.

·         Escalates more complex calls to the relevant Information Technology (IT) Support member.

·         Arranges for external technical support where problems cannot be resolved in house.

·         Performs other duties as assigned.

·         Effective and conscientious record keeping skills

·         Effective and pleasant communication skills

·         Employs a methodical approach to problem solving using appropriate tools

·         Basic understanding of PC hardware set-up and configuration

·         Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and 11

·         Understanding of basic networking based on TCP/IP networking protocols

·         Self  motivated

·         Proven ability to work cooperatively as part of a team

·         Ability to work under pressure

·         Ability to sit

·         Ability to effectively communicate; speaking, reading, understanding, writing and hearing clear English; pass audiogram in hearing conservation program as required by location

·         Ability to work inside an office

·         Ability to perform highly repetitive motions with fingers, hands, wrists, and shoulders

·         Ability to work alone, work with others, and interact with the public

·         Ability to perform under deadline pressure

·         Ability to understand and follow basic instructions and guidelines