IT Support Analyst
Newtown, TT
POSITION SUMMARY
The IT Support Analyst is a Technical Support role to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to receiving, identification, prioritization, and resolution of incidents and requests. The Analyst will ensure high levels of customer service quality and availability. They will use all the diagnostic tools and Service Desk software available to them, including giving in-person or remote support to end users when necessary.The ideal candidate will have a background in IT service management, with experience in service desk operations and infrastructure.
KEY ACCOUNTABILITIES
- Respond to incoming service desk tickets from the service desk customers and IT staff in a courteous manner.
- Verify the ticket’s pertinent end user information, including name, department, contact information, and the accurate nature of the problem or issue.
- Build a rapport and elicit problem details from the service desk customers.
- Prioritize all tickets based on severity and SLA requirements. Escalate problems (when required) with the Services Desk Lead.
- Utilize all appropriate diagnostic utilities to aid in troubleshooting.
- Research all pertinent resources to aid in problem resolution.
EDUCATION & QUALIFICATIONS
- College Diploma or associate degree in the field of computer science or related field.
- ITIL Foundation certification.
- Certification in networking, CompTIA IT Fundamentals or Network+ or A+
EXPERIENCE
At least 2 years of proven work experience in IT Service with infrastructure and network support duties