IT Support Analyst - VR/27515

Position / Job Summary:

The Support Analyst is an integral part of the Information Technology Team and is the first point of contact between end users and the IT organisation. The Analyst is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and / or escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.

Key Duties & Responsibilities

• Troubleshooting the end user’s issue and resolving upon first contact, when possible.
• Accurately recording and documenting all details of the issue or service request, including categorisation and priority into ServiceNow.
• Acting as escalation point for the ServiceDesk Team globally for technical issues that cannot be resolved within the team, before being routed to other groups.
• Providing training and knowledge transfer for ServiceDesk Team as new technologies and software are being introduced into the environment.
• Performing password resets.
• Providing remote access / VPN support.
• Providing "how to" assistance on all internally supported devices, applications, and systems.
• Escalating issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
• Leveraging internal and external resources (knowledge bases, manuals, support sites and vendors) to answer questions and resolve issues.
• Responding to end-user inquiries regarding the status of incident / service request tickets and perform follow-ups.
• Contributing to the creation / facilitation / maintenance of FAQ documents, knowledge articles and user guides.
• Being an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation.
• The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users.
• IT Service Desk Analysts are expected to cover specific service and support shifts and manage many end-user requests.
• IT Service Desk Analysts must foster relationships with end users and other IT service and support subject-matter experts from Level 2 and Level 3.

Desired Skills/Qualifications

• High school diploma or equivalent.
• BA/BS degree in Computer Science or computer-related field.
• Computer software and hardware troubleshooting knowledge and experience.
• Software and hardware certifications a plus.
• Previous call centre or IT service desk experience.
• At least 2 years’ experience in a customer service role.
• Excellent customer service skills.
• Strong troubleshooting skills.
• Ability to learn new technology and applications.
• Solid written and verbal communication skills.
• Strong time management skills.
• Mature and self-motivated professional able to work in a fast-paced and constantly changing environment.

TMM Recruitment INDIT

Email:it_team@tmmrecruitment.com