IT Support Analyst

IT Support Analyst

31 五月 2016



The IT Support Analyst provides support for incident resolution and requests reported to Help desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests. 

The IT Support Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. 

  • Responsible for handling internal and external technical support requests for numerous products and applications
  • Answer queries from clients through voice and email
  • Provide solutions and general monitoring incidents
  • Assist workstation installation and software deployment
  • Provide IT hardware inventory support maintaining software license / hardware and inventory list
  • Perform onsite analysis, diagnosis, and resolution of complex desktop and laptop problems for users and client
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver desktop service levels
  • Collaborate with other regionals to ensure efficient operation environment within the region

  • Outgoing, comfortable with speaking and writing English to clients
  • Customer focused attitude and dedicated to problem resolution
  • Help Desk experience and can work independently with initiative
  • Client relationship skills are essential, prompt, polite, concise in dealing with clients even in difficult situations
  • Must be able to work as part of a team and, be flexible and support colleagues as required
  • Excellent technical knowledge of network and PC hardware.
  • Hands-on hardware troubleshooting experience
  • Working technical knowledge of current network protocols, operating systems, and standards

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