IT Junior Support Analyst

Job Description:

Responsibilities

• Diagnose and resolve software and hardware incidents, requests and coordinate/implement scheduled changes, including operating systems, telecoms and enterprise software applications.
•  To take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
•  To accurately record, update and document incidents and requests in the Service Desk ticketing system.
•  To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate and professional manner.
•  Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
•  To create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
•  Verify IT Asset Management (ITAM) records up to date.
•  Provide support and management of physical access and general security of the premises where required.
•  To complete daily/weekly/monthly IT Health Checks for the Local Office.
•  Proactively notify Business and IT management of any issues as soon as they’re identified and provide regular updates on proposed solutions.
•  Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready.
•  Report to Business and IT Management on a periodic basis on IT issues, progress, initiatives, upcoming hardware/software replacements/upgrades and anything else which may impact Business operations.
•  Act as general on-site resource for all IT teams supporting the site.
•  Cross organisational support – remote support for other locations.
•  Work after hours as required and be available to participate in an on-call schedule.

Qualification & Expeirence

•  1 year of experience in a similar role.
•  Demonstrated understanding of ITIL and Change Management.
•  Excellent communication and interpersonal skills – both written and verbal.
•  Demonstrated analytical and problem management skills.
•  Experience in ensuring compliance with industry and local government standards.
•  Bachelor's degree or technical qualification prevalent to the position.