Service Desk Analyst at Nation Media Group

Role Overview

• The Service Desk Analyst will be responsible for providing first-line technical support to internal users within the set SLAs. This role involves responding to support requests via various channels (phone, email, chat, or ticketing system), troubleshooting issues, and ensuring a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, a solid understanding of IT systems, and a passion for helping others.

Primary Responsibilities:

First-Line Support:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and network connectivity.
• Act as the first point of contact for IT support, logging incidents and service requests in the company's ticketing system.
• Diagnose and resolve issues remotely or escalate to second-line support when necessary.
• Educate and train users on best practices for IT system usage, security, and software to minimize future issues.

Ticket Management:

• Efficiently manage and prioritize tickets, ensuring timely and accurate resolutions in line with Service Level Agreements (SLAs).
• Track and update tickets with relevant information, providing clear and regular communication to users regarding issue status and resolution.
• Escalate priority support issues to the 2nd level support team(s)

User Account Management:

• Assist in creating, modifying, and managing user accounts, passwords, and permissions in systems such as Active Directory or other Identity Management platforms.

Software and Hardware maintenance:

• Provide support for operating systems (Windows, macOS, Linux) and standard office applications (Microsoft 365, Microsoft Office).
• Assist with the installation, configuration, and troubleshooting of computer hardware, printers, and peripheral devices.
• Participates in new software testing and deployment as needed.

Knowledge Base Management:

• Document common issues, solutions, and workarounds in a shared knowledge base to streamline future support requests.
• Identify trends in user requests and recommend proactive measures to reduce future incidents.

Remote and On-Site Support:

• Provide remote support to users via remote desktop tools, and when necessary, offer on-site support to resolve more complex hardware and software issues.

Academic Qualifications

Bachelor's degree in information technology or its equivalent from a recognized institution.

Experience

• Two (2) years of relevant experience.
• Experience with ticketing systems and remote support tool
• Experience with Active Directory, user account management, and password resets.

Certifications

IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.

Skills and Attributes

• Conversant with working in a Microsoft Windows environment and office productivity tools.
• Experience with macOS, an added advantage
• Basic networking knowledge (TCP/IP, DNS, VPN).
• Familiarity with ITIL practices and IT service management (ITSM) frameworks.
• Self-starter with desire and ability to learn new skills.
• Good communications skills, technical aptitude, detail oriented.
• Customer service focus.
• Ability to work unsupervised and a high degree of dependability required.
• Ability to work well with colleagues as a team member.