Service Desk Analyst

Service Desk Analyst Responsibilities:

• Troubleshooting all issues raised to the Service Desk.
• Monitoring our IT systems for downtime and being first support and responder.
• Resolving incoming client and personnel IT queries remotely via email.
• Prioritizing and resolving IT concerns and escalating issues to relevant internal channels.
• Testing and analysing IT system and software performance.
• Handling client issues, may result on a phone call to clients to  gather information (Not required to resolve on the phone).
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Documenting processes and maintaining service desk records for a knowledgebase and client reports.
• Making recommendations to optimize IT performance and to prevent future problems.
• Collaborating with internal departments to ensure that IT needs are met.
• Keeping informed of advancements in IT.

Service Desk Analyst Requirements:

• Hands on and ability to work at their own initiative.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Ability to document and take notes for knowledgebase.
• Willingness to learn and develop their own skills.