It Helpdesk Analyst

Job description

• Key Responsibilities and Accountabilities
• Build rapport and elicit problem details from users.
• Perform on-boarding and off-boarding process.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Train and collaborate with other team members
• Ensure all incidents, issues and changes are recorded.
• Undertake other tasks as assigned by supervisor and management
• Provide support for all IT related projects.
• Skills, knowledge, qualifications required for job Technology Skills
• Microsoft Windows Server 2012 / 2016 administration
• Microsoft Windows 7 though to Win 10 installation and troubleshooting
• Microsoft Office 2007-2019 / Office 365 / Windows 365 installation and troubleshooting
• Cisco IP Telephony / VOIP
• Microsoft Outlook installation, administration, and troubleshooting
• Basic network troubleshooting using ping, tracert and other command
• Printer troubleshooting and management.
• Remote access.
• Soft skills
• Team player
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Exceptional written and oral communication skills.
• Ability to deal professionally with users.
• Ability to communicate technical information to none technical users
• Outstanding troubleshooting skills
• Good time-management skills
• Ability to multi-task
• Strong documentation skills.
• Proven analytical and problem-solving abilities.
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to work on own initiative and without constant supervision.
• Benefits
• Flexible schedule

Schedule :

Supplemental pay types :

Ability to commute / relocate :