IT Service Desk Analyst

Job Detail

Key Responsibilities

Key responsibilities for the position are as follows:

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 an 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.