The IT Support Analyst role, also referred to as the Service Desk Officer, is primarily responsible for managing IT support calls covering software, hardware, and operating systems for the Company's workforce through phone calls and written requests. This role manages, prioritizes, and allocates support calls, and arranges for expeditious resolution of problems by relevant IT staff or vendors when necessary. The position is also responsible for branch support.
Roles and Responsibilities
- Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Log and track calls using a problem management database, and maintain history records and related problem documentation.
- Troubleshoot computer, printers, portable gadgets (phones, tablets, iPads) and network problems.
- Organise and maintain a hardware inventory, by keeping a current database of all hardware currently being used by the company.
- Maintain records of all software/hardware on loan to employees.
- Enter data into computer regarding invoice information, purchase orders, work orders, online registration of equipment.
- Liaise with vendors in respect to services regarding defective products.
- Perform hardware and software installations.
- Keep employees informed of all issues regarding hardware and software, including problems, changes being made, new program installation etc.
- Generate reports on user support services rendered by each technician on a weekly period.
- Ensure calls are expeditiously addressed.
- Print newly created users in the system every month and verify that the User Creation forms are duly signed.
- Liaise with partners and service providers for support and maintenance of user equipment.
- Participate in Server Setup and Configurations, Environmental Monitoring, Network Troubleshooting and Configurations.
- Provide remote technical support for Subsidiaries.
Requirements and Qualifications
- Bachelor Degree in Computer Science or Information Technology or related discipline from a reputable university.
- Professional certification in ITIL Certification considered added advantage.
- 6 months Internship experience required.
- Strong communication and presentation skills including ability to develop proposals, concept papers, position papers as well as write reports and prepare relevant publications.
- High level interpersonal and cross-cultural skills, including ability to build alliances and collaborative relationships with sensitivity to diversity.
- Strong expertise in strategic management project planning and budgeting, resource management, implementation as well as monitoring and evaluation.
- Strong analytical and fact-based decision-making skills.
- Must be a self-starter, highly organized, and able to work well with people at all levels in the organization.
.png){kind=logo}
