The IT Analyst is responsible for providing first-level technical support to end-users, including troubleshooting and resolving incidents, service requests, and information inquiries related to application software, hardware, network configurations, and infrastructure. The Analyst will also manage device distribution, conference room setups, and new user onboarding processes.
Responsibilities Incident and Request Management:
- Assess, triage, research, and resolve incidents, service requests, and information inquiries.
- Collect necessary details through customer interviews and support tools.
- Escalate complex issues to appropriate teams.
- Document incidents and requests in the ticketing system and maintain the knowledge base.
- Provide support for applications, operating systems, and network issues.
- Troubleshoot and resolve hardware and software issues.
- Manage distribution of loaner equipment.
- Configure conference rooms for meetings.
- Set up new users and introduce them to applications.
- Deliver exceptional customer service through phone, email, and in-person interactions.
- Build strong relationships with customers, ensuring a positive support experience.
- Communicate effectively with all levels of staff.
- Demonstrate patience, friendliness, and approachability.
- Strong application support skills are required.
- Fluency and capability in:
- Common business applications (Microsoft Office Suite, document management systems, PDF tools, timekeeping software, metadata tools, comparison tools).
- Windows 10 operating system.
- Basic understanding of MAC OS and Windows network functionality (Active Directory, domains, group policies).
- Excellent problem-solving and analytical skills.
- Strong customer service orientation.
- Effective communication skills.
- Basic desktop support knowledge.
- Experience with conference room setups.
- Familiarity with mobile device synchronization (Active Sync).
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