IT Service Desk Analyst (National Talent)

Job Objective:Provide prompt and effective technical support to end-users, ensuring quick resolution of IT issues and maintaining high customer satisfaction.Serve as the primary point of contact for IT incidents and service requests, delivering clear communication and efficient problem-solving to support business operations.Responsibilities:Receive and log IT support requests and incident calls from users in the service desk solution, ensuring proper prioritization and accurate ticket information.Respond promptly to all raised and unassigned incident or service request tickets in accordance with IT Service Level Agreements (SLAs), assigning them to the appropriate support teams for resolution.Ensure timely and effective response to all assigned tickets within the IT SLA, providing regular updates and following through on resolution.Provide technical support to all staff, either remotely or in person, troubleshooting and resolving hardware and software issues.Monitor network, infrastructure, and application monitoring tools, raising incidents promptly when issues are identified, and escalating when necessary.Install, configure, and maintain computer systems, agents, tools, hardware, scanners, and peripherals to ensure optimal functionality.Test and evaluate new technologies, IT solutions, and applications, providing feedback and recommendations for improvement.Train junior staff members as required, fostering skills development and ensuring efficient support operations.Perform routine IT activities and tasks as assigned by the Chief Technology Officer (CTO) or line manager, ensuring timely completion.Take on additional IT-related tasks as needed, supporting the overall IT operational goals of the organization.Experience & Knowledge:Minimum of 3+ years of experience in IT support.Competencies & Skills:Bachelor’s degree in Information Technology, Computer Science, or a related field.Certifications such as ITIL V4 Foundation, Microsoft certifications (MCSA, MD-100/101), or ManageEngine certifications are highly desirable.Strong troubleshooting and problem-solving skills for hardware, software, and network-related issues.Excellent communication skills, both written and verbal, to interact with users and technical teams.Ability to prioritize tasks and manage multiple tickets efficiently, adhering to service level agreements (SLAs).