IT Support Analyst

The IT Support Analyst plays a vital role in maintaining the smooth operation of an organization's IT systems. This position involves troubleshooting hardware and software issues, providing technical support to end-users, and ensuring all IT requests are addressed promptly. By collaborating with various departments and understanding their technical needs, the IT Support Analyst contributes significantly to enhancing overall productivity and system efficiency. This role is essential within the IT department, acting as a bridge between technical teams and end-users.

• •Technical Support

  Provide first-line technical support to users, troubleshooting software and hardware problems. Log and respond to service desk inquiries swiftly to minimize downtime.

• •System Maintenance

  Regularly perform system updates and patches to ensure systems are secure and up-to-date. Proactively identify and address potential vulnerabilities or performance issues.

• •User Training

  Conduct training sessions for end users to enhance IT literacy. Develop training materials or guides aimed at improving user efficiency and reducing support queries.

• •Incident Documentation

  Meticulously document incidents, including the nature of the problem, resolution steps, and outcomes in the service desk system for ongoing analysis and improvement.

• •Inventory Management

  Manage IT hardware and software inventory, ensuring accurate tracking and reporting. Coordinate equipment procurement and disposal activities in compliance with company policies.

• •Network Support

  Assist in maintaining network infrastructure by addressing connectivity issues, ensuring stable and reliable network performance for all users across the organization.

• •Collaboration with IT Teams

  Work collaboratively with other IT team members to implement new technologies or improve existing systems, ensuring alignment with business needs and IT strategies.

• •Customer Service Excellence

  Maintain a high level of customer service by communicating effectively with users, ensuring their issues are resolved satisfactorily and timely, fostering a positive IT experience.

• •2+ years of experience in IT support or a related field
• •Proficiency in troubleshooting hardware and software issues
• •Strong communication skills to interact with non-technical staff
• •Knowledge of ITIL principles and practices (preferred)
• •Familiarity with ticketing systems and remote support tools