IT Service Desk Analyst at Madison Group Limited

Key Responsibilities

Key responsibilities for the position are as hereunder:

• Serve as the Single Point of Contact for all IT-related issues and requests.
• Provide first-line technical support for incidents received through calls, emails, ticketing systems and walk-ins.
• Log, categorize, prioritize, troubleshoot and resolve incidents within agreed SLAs.
• Escalate unresolved incidents to 2nd line support teams or vendors while maintaining ownership of the incident lifecycle.
• Support Windows OS, Microsoft Office Suite, email systems, printers, VPN connectivity, network access and user accounts.
• Process and fulfil service requests including account creation, password resets, access provisioning and software installation.
• Provide remote support using approved tools and assist with installation/configuration of desktops, laptops, printers and mobile devices.
• Ensure compliance with access management policies and procedures.
• Perform basic network troubleshooting including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi and VPN connectivity.
• Maintain accurate support documentation, knowledge base articles, IT asset inventory and service records.
• Prepare and circulate IT service desk reports and performance updates.
• Work with internal teams and external vendors to ensure efficient service delivery and business continuity

Key Competencies Required

• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with strong customer service orientation.
• Ability to communicate effectively with both technical and non-technical users.
• Ability to work under pressure, prioritize tasks and manage multiple assignments effectively.
• High level of professionalism, integrity and customer focus.

Requisite Qualifications

Qualified candidates are expected to possess the following;

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum of 2-4 years of experience in IT support or service desk environment
• Professional certifications such as ITIL Foundation Certification, CompTIA A+, Network+, Microsoft certifications, or related certifications will be an added advantage.
• Basic networking knowledge including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi troubleshooting, and VPN connectivity.
• Good understanding of Microsoft Windows Operating Systems, Microsoft Office Suite, Active Directory, remote support tools and ticketing systems.
• Understanding of cybersecurity and access control best practices.