IT Support Analyst

Job Overview

We are seeking a skilled IT Support Analyst to handle daily technical assistance for users, applications, devices, and various IT services. This role demands resolving technical incidents and service requests promptly, supporting end users effectively, and maintaining the consistent performance of IT systems.

Key Responsibilities

• Deliver first and second-tier technical support to end users.
• Document, investigate, and resolve incidents and service requests efficiently.
• Diagnose and fix issues related to hardware, software, network connectivity, and applications.
• Support requests involving user accounts, devices, and software operation.
• Escalate complex technical problems to specialized support teams when necessary.
• Help with the deployment of devices, installation of software, and system upgrades.
• Keep service records, documentation, and knowledge base articles up to date.
• Adhere to established IT service management protocols and procedures.
• Provide professional and prompt assistance to users.
• Work collaboratively with internal technical teams to ensure resolution of issues.

Required Skills

• Strong technical troubleshooting and problem-resolution skills.
• Experience with service desk operations and incident management.
• Proficiency in supporting hardware, software, networking, and applications.
• Excellent customer service and user support capabilities.
• Good communication and interpersonal abilities.
• Competence in documentation and managing records accurately.
• Detail-oriented mindset combined with good analytical skills.

Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related discipline.
• At least 3 years’ experience in IT support, technical support, or service desk roles.
• Proven track record supporting end-user devices, applications, and IT services.
• Familiarity with incident management and IT service management frameworks.
• Certifications including ITIL Foundation, CompTIA A+, Microsoft certifications, or equivalents are advantageous.