Helpdesk Support Analyst

Overall Purpose of Job

·       The Helpdesk Support Analyst will provide both level 1 and level 2 support to end users for all desktop, hardware and software issues. 

·       Participate in deployment of new technologies and systems for the company. 

·       Possess working knowledge and skills related to Windows operating system, VMware server, desktops, server/backup software, data communications and network troubleshooting, and related IT resources for Level 1 service request resolution within service levels, and provides Level 2 support for issues as required.  

·        Adhere to defined SLA and helpdesk metrics. 

·         Participate in technical projects for various helpdesk projects, as assigned.

Key Responsibilities and Deliverables

·         Providing first line comprehensive, quality service end-users.

·         Takes ownership of issues that cannot be resolved on a first line basis. 

·         Sees the issue through to completion when required.

·         The ability to work effectively as part of a team, to multitask and to prioritise work

·         Troubleshoot problems and issues related to support service delivery in a timely fashion.

·         Providing clear, concise reports on status of all calls to Helpdesk Manager

·         Monitors the daily helpdesk queue, resolving issues assigned in a timely manner

·         Communicating resolutions effectively with end users and updating helpdesk system details as appropriate

·         Manages the backup daily and weekly processes for all systems and logs accordingly

·         Escalates issues to Helpdesk manager within SLA guidelines

·         Researches solutions to technical problems and communicates effectively to the team

·         Identify and investigate purchase needs for the help desk and submits requests, as authorized.

·         Troubleshoot and work to resolve requests which are sent back to the help desk, as received and within service levels.

·         Provide basic IT training to non-IT personnel as and when required to increase self-reliance within the business.