Technical Service Desk Analyst 5181

9am-5pm Monday to Friday
permanent
Description

The Technical Support Analyst will work 3 months onsite and then the role will become a remote position offering assistance and support from home to other clients

This includes the responsibility of following all procedures related to identification, prioritisation and resolution of incidents and Service Requests.

The Analyst will have knowledge and working experience of troubleshooting and maintenance.

Responsibilities

• Gathering information to resolve Incidents or Service Requests
• Remote support, which will often involve speaking with the customer, so good
communication skills are required.
• Act as the 1st point of contact for any and all cases that would require
technical knowledge
• Identify, recommend, develop and implement end user training programs to increase
computer literacy and self-sufficiency.
• Assist development and communication of documentation, usage guides and FAQs for end
users.
• Assist the development, implementation and administration of service Centre staff
training procedures and policies around newly introduced software and hardware.
• Contribute to escalated problem resolution by giving in-person, hands-on support to
end users when necessary.

Knowledge & Experience
• Minimum 1 years experience working in an IT Service Desk Environment
• Extensive application support experience with SaaS-based applications such as O365,
D365, Five9, LogicMonitor would be an advantage.
• Extensive knowledge of computer hardware, including Desktop, Laptops, Servers,
Networking and security vendors.
• Working knowledge of a range of diagnostic utilities.
• Experience with desktop and server operating systems, including Win10 & MacOS.
• Knowledge and practical experience of monitoring/altering Network systems
• Detailed knowledge of Word, Excel, PowerPoint, Outlook etc

If you are a charismatic Service Desk Analyst , looking for a fantastic job opportunity then please apply now!