Helpdesk Support Analyst

Job description

Technical Analyst is a member of the Service Desk team covering the day-to-day IT support activities via Phone/Chat/Self Service. The primary function of the position is to provide 1st Level IT support & escalate issues beyond scope to relevant L2 teams.
Activities includes diagnosing & resolving technical issue both hardware and software involving internet connectivity, email clients, Password Resets, Printers and internal applications. Working knowledge of supporting applications like MFA Oracle and SAP.
Required Qualifications
Diploma or equivalent work experience required.
Minimum of 3 - 5. 5 years of relevant experience or equivalent combination of education and experience in Helpdesk Support.
Good business English skills (Written and spoken).
Responding to calls chats & self-service tickets.
Work with clients to evaluate and solve a diverse range of hardware, software and connectivity problems.
Diagnoses and troubleshoots issues and resolves customer tickets regarding Outlook, McAfee, Skype, Citrix and other JAVA related applications.
Performs encryption recovery and data backups.
Configures and supports internal and / or external networks.
Installs, troubleshoots and repairs hardware, software, printers, phone and AV equipment.
Installs and maintains datacenter equipment and cabling.
Recommends upgrades, patches and new applications and equipment.
Strives to improve client experience interactions.
Role: IT Support - Other
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Support
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
SAPHelpdeskSupport AnalystService deskIT supportBankingCommerceHardwareTechnical AnalystOracle