Information Technology Help Desk

IT Service Desk Analyst

The IT Service Desk Analyst plays a pivotal role in delivering efficient, professional, and high-quality IT support to our organization's end users. This role is responsible for first and second-level support for our ICT infrastructure, systems, and services, while also handling selected system administration tasks to ensure timely resolution and exceptional service quality.

• Provide remote and on-site IT support to users from a centralized IT Service Desk.
• Investigate, diagnose, and resolve 1st and 2nd line support incidents, adhering to IT Service Operating Procedures (SOPs).
• Monitor, review, and report on the health of supported data centers, recommending improvements as necessary.
• Create, update, and maintain support documentation and Standard Operating Procedures (SOPs).
• Perform delegated system administration tasks, such as user account management and software license compliance.
• Ensure the accuracy and consistency of IT asset inventories, following defined procedures.
• Maintain consistent patching levels across end-user systems.
• Monitor and track incidents from initial reporting to resolution, ensuring compliance with IT policies, Service Level Agreements (SLAs), and Operational Level Agreements (OLAs), and escalate to vendors when required.
• Maintain and update knowledge bases, known error records, and troubleshooting guides to support effective issue resolution.
• Communicate regularly with the IT Service Team Leader regarding operational status and service performance.

Requirements & Qualifications:

• Minimum of 5 years’ experience in an IT Service Desk, Helpdesk, or End-User Computing support environment, preferably within a large or multi-site organization.
• Strong knowledge of IT Service Support & Delivery and IT Quality Assurance.
• ITIL Foundation certification.
• Microsoft Certified Professional (certification not older than 2 years).
• Experience with data and voice networks and related systems (e.g., UPS).
• Hands-on experience with ITSM tools (preferably BMC or similar).

Key Skills & Competencies:

• Strong analytical and problem-solving skills.
• Teamwork and collaboration.
• Interpersonal and communication skills.
• Customer service–oriented mindset.
• Integrity and accountability.
• Ability to achieve results and meet service objectives.
• Effective communication and negotiation skills.