IT Support Analyst (Level 1)

Mane Contract Services Limited
12 Apr 2018
20 Apr 2018
Contract Type
Full Time
Mane are recruiting for a IT Support Analyst (Level 1) This role is a Service Desk based role supporting the clients IT users so that they can accomplish business tasks. This includes logging, prioritising, documenting and actively resolving Service Requests and incidents within SLA. Incident resolution will involve the use of diagnostic and Service Management tools, as well as require that the individual give in-person, hands-on help at the desktop level. The person will also troubleshoot incidents (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

Learn about and assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase, as requested
Under tutelage, perform onsite analysis, diagnosis, and resolution of basic desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
Answer to and perform installs, moves, adds and changes (IMAC) Service Requests
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Assist in software releases and roll-outs, including communication to the end users.
Escalate problems (when required) to the Service Management Team.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
To learn about and alert Service Management Team to emerging trends in incidents.
Ensures that the resolution of Incidents, Problems and Service Requests remain on target and continue to develop skills when acting as required to rectify problems.
Adheres to the Departments Service Management Processes to ensure consistent support and delivery of IT Services.
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
To continually develop and apply diagnostic utilities to aid in troubleshooting.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software and ensure virus definitions are up-to-date.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

If you are interested and have the relevant experience please apply to this advert.

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