Service Desk Analyst

Log and track incidents and service requests in a ticketing system, ensuring accurate and up-to-date information. Escalate issues to appropriate teams if necessary and follow established processes for incident resolution and request fulfilment

Provide technical support and assistance to end users in person and remotely, ensuring timely resolution of IT-related issues and inquiries

IT Equipment Management:

Take ownership of all IT equipment in the office, including computers, printers, network devices, and peripherals. Maintained an inventory, tracked assets, and ensured proper functioning and maintenance of all equipment
Coordination with internal infrastructure to perform any switches upgrade, internal security operations to perform firewall upgrade when required

Monitor IT systems and networks to identify potential issues, proactively mitigate risks, and ensure optimal system performance

Vendor Coordination:

Collaborate with third-party vendors for equipment maintenance, repairs, and warranty claims. Coordinate and follow up on service requests, ensuring timely resolution and satisfactory service delivery

Conduct training sessions and provide orientation to new employees on IT systems, software, and best practices to enhance user knowledge and productivity

What You’ll Bring

A bachelor’s degree in computer science, information technology, or a related field experience
Proven experience in providing technical support to end users, face-to-face or remotely
Strong knowledge of IT equipment, including computers (Windows, MacOS), printers, networking devices, and peripherals
Excellent communication skills with the ability to translate technical concepts into non-technical terms for users
Familiarity with ticketing systems, incident management processes and asset management, ServiceNow
An Intermediate understanding of Office365
Ability to prioritise and manage multiple tasks simultaneously while maintaining attention to detail
Proficiency in troubleshooting software, hardware, and network-related issues
Basic understanding of IT infrastructure and networking concepts
Experience working with third-party vendors for equipment maintenance and warranty claims is desirable
Effective communication (both written and verbal) and ability to do presentations
Strong customer service orientation and problem-solving skills
Adaptability to changing technologies and a willingness to learn new tools and systems