First Line Service Desk Analyst

As First Line Service Desk Analyst, you'll install and configure computer systems, workstations, diagnose hardware and software faults and solve technical and application problems, covering one or more areas of expertise. The First Line Service Desk Analyst ensures that users receive the right level of support.

The main objectives of this position are:

• Fulfilling and remediating user/management requests and incidents on time and with excellent quality.
• Respecting the Service Level commitments defined with the users.

Principal Accountabilities:

Key Result Area: IT Support

• Provide 1st level of support.
• Monitor local infrastructure.
• Provide day-to-day support for end user requests related to desktop/software/hardware, telecom and video conferencing.
• Classify and prioritise requests and incidents.
• Resolve network connectivity, Projector and MS Teams issues for employees and students.
• Upgrade, repair, and maintain computer networks.
• Troubleshoot various network issues.
• Support company-wide software.
• Monitor computer networks and systems to identify how performance can be improved.
• Monitor system performance and troubleshoot issues.
• Support in upgrading systems with new releases and models.
• Conduct tests and identify errors of the programs.
• Manage technical documentation.
• Assist in troubleshooting technology issues.
• Help with upgrading network equipment.
• Help with upgrading workstations.
• Coordinate the completion of Standard Operating Procedures for relevant systems.
• Perform root cause analysis of complex system problems and provide corrective action.
• Support and work proactively on root cause analysis, problem solving and standard operating procedures creation.
• Answer inquiries and provide basic training to users in the proper use of hardware and software.
• Handle communication to end users and other IT departments.
• Ensure the Service Level commitments are respected.
• Compile monthly reports for the IT Assistant Manager.
• Help in implementing service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment.
• Participate in regular staff meetings and staff training programs.

Principal interfaces:

Internal: All IT functions like End-Users, Applications, Infrastructure, IT Security, business functions, ITSC management. External: N/A

Job Knowledge, Skills & Experience:

Education: Graduate/undergraduate degree in Computer Science, Engineering or related.

Knowledge & Skills:

• Ability to conduct research into application development issues and products.
• Strong analytical skills including troubleshooting and integration of IT services.
• Ability to collaborate with IT team to maintain standards and SLAs.
• Ability to critically analyse a symptom, diagnose a fault, plan and take appropriate action.

Behavioral and managerial competencies:

• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments.
• High willingness to drive transformation and service improvement.
• Strong customer/end-user/client service orientation.
• Keen attention to detail.
• Capability for problem solving, decision making, sound judgment, assertiveness.

Language Requirements: English

Travel Requirements: National travelling to Sites and Campuses.