Service Desk Analyst

Job description

• 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.