Service Desk Analyst

As a First Line Service Desk Analyst, your role involves installing and configuring computer systems, diagnosing hardware and software faults, and providing technical support to end users. You will cover one or more areas of expertise to ensure that users receive the right level of support. Your main responsibilities include: - Providing 1st level support to end users - Monitoring local infrastructure - Assisting end users with requests related to desktop, software, hardware, telecom, and video conferencing - Classifying and prioritizing requests and incidents - Resolving network connectivity, projector, and MS Teams issues - Upgrading, repairing, and maintaining computer networks - Troubleshooting various network issues - Monitoring system performance and identifying areas for improvement - Supporting company-wide software - Managing technical documentation - Assisting in troubleshooting technology issues - Coordinating the completion of Standard Operating Procedures - Conducting root cause analysis of complex system problems - Providing basic training to users on hardware and software usage - Compiling monthly reports for the IT Assistant Manager You will interact with various internal stakeholders including End-Users, Applications, Infrastructure, IT Security, and business functions within the organization. External interactions are not required for this role. Qualifications required for this position include a graduate/undergraduate degree in Computer Science, Engineering, or a related field. Additionally, you should possess the following knowledge and skills: - Ability to conduct research on application development issues - Strong analytical skills for troubleshooting and integrating IT services - Collaboration with IT teams to maintain standards and SLA's - Critical analysis, fault diagnosis, and appropriate action planning In terms of behavioral and managerial competencies, you should exhibit: - Ability to work decisively under heavy workload with a focus on criticality and urgency - Willingness to drive transformation and service improvement - Customer service orientation with attention to detail - Problem-solving skills, sound judgment, and assertiveness Proficiency in English is required for this role, and national travel to sites and campuses may be necessary. As a First Line Service Desk Analyst, your role involves installing and configuring computer systems, diagnosing hardware and software faults, and providing technical support to end users. You will cover one or more areas of expertise to ensure that users receive the right level of support. Your main responsibilities include: - Providing 1st level support to end users - Monitoring local infrastructure - Assisting end users with requests related to desktop, software, hardware, telecom, and video conferencing - Classifying and prioritizing requests and incidents - Resolving network connectivity, projector, and MS Teams issues - Upgrading, repairing, and maintaining computer networks - Troubleshooting various network issues - Monitoring system performance and identifying areas for improvement - Supporting company-wide software - Managing technical documentation - Assisting in troubleshooting technology issues - Coordinating the completion of Standard Operating Procedures - Conducting root cause analysis of complex system problems - Providing basic training to users on hardware and software usage - Compiling monthly reports for the IT Assistant Manager You will interact with various internal stakeholders including End-Users, Applications, Infrastructure, IT Security, and business functions within the organization. External interactions are not required for this role. Qualifications required for this position include a graduate/undergraduate degree in Computer Science, Engineering, or a related field. Additionally, you should possess the following knowledge and skills: - Ability to conduct research on application development issues - Strong analytical skills for troubleshooting and integrating IT services - Collaboration with IT teams to maintain standards and SLA's - Critical analysis, fault diagnosis, and appropriate action planning In terms of behavioral and managerial competencies, you should exhibit: - Ability to work decisively under heavy workload with a focus on criticality and urgency - Willingness to drive transformation and service improvement - Customer service orientation with attention to detail - Problem-solving skills, sound judgment, and assertiveness Proficiency in English is required for this role, and national travel to sites and campuses may be necessary.