IT End User Support Analyst

Reference Number: SM375

Job Type

Full Time

Availability

Permanent

IT End User Support Analyst

We are looking for an IT End User Support Analyst to provide technical support for IT devices and software, ensuring they meet business needs. The role involves troubleshooting issues, maintaining hardware and software, and delivering excellent customer service

Key Responsibilities:

Manage service requests and incidents to meet SLA commitments.
Act as the local IT point of contact, ensuring site-specific IT needs are addressed.
Perform 1st line diagnostics, resolving or escalating issues as needed.
Build, configure, and maintain end-user devices such as desktops, laptops, and mobile devices.
Document resolutions, create knowledge base articles, and maintain IT documentation.
Support onboarding and training for new IT colleagues.
Collaborate with IT teams on new solutions and ensure smooth transitions into support.
Promote and ensure adherence to safety and security policies.

Qualifications and Skills:

Strong customer-service orientation and communication skills.
Certifications in MS Operating Systems, A+ Certification, and MS Office applications.
Solid technical knowledge of PC hardware, software, and peripherals.
Ability to troubleshoot and resolve technical issues effectively.
Knowledge of business continuity and disaster recovery practices.
Experience with ITSM tools and processes.
Ability to work under pressure and manage multiple priorities.