BASIC FUNCTION OF THE POSITION: 

The Service Desk Analyst will be responsible for delivering front-end technical assistance to users in the organisation. This role involves first-level troubleshooting of hardware, software, and connectivity issues, managing IT service tickets from initial report to resolution, and ensuring a high level of customer service in every interaction. The Service Desk Analyst serves as a single point of contact for end-user IT issues and requests (incidents, service requests), working in alignment with ITIL best practices for incident management and request fulfillment.

MAJOR DUTIES AND RESPONSIBILITIES:  

Your key accountabilities include:

• Serving as the first point of contact for users seeking technical assistance via phone, email, or ticket portal, and handling issues including password resets, login/access problems, printer and peripheral issues, connectivity troubles, and software errors.
• Utilizing proven troubleshooting methodologies to resolve common IT problems on Windows PCs, laptops, mobile devices, and applications.
• Recording and tracking all support requests in the IT Service Management (ITSM) ticketing system (e.g., ServiceNow, JIRA, or similar), and accurately categorizing, prioritizing, and detailing each incident or service request.
• Prioritizing critical incidents and ensuring prompt attention and escalating unresolved issues to Tier 2/Tier 3 support or relevant IT specialists (network, systems, applications teams) with detailed findings and troubleshooting steps taken.
• Providing empathetic and professional customer service in all interactions, communicating solutions or next steps in clear, non-technical language, managing user expectations effectively, and following up to ensure full resolution of issues.
• Documenting solutions and troubleshooting procedures for common issues in the knowledge base or team documentation.
• Assisting with routine IT operations including software installations, updates, and configurations on user workstations during support calls or scheduled tasks.
• Supporting end-user onboarding by setting up accounts and equipment as part of the service desk scope.

MINIMUM QUALIFICATIONS, COMPETENCIES AND EXPERIENCE REQUIRED FOR EFFECTIVE PERFORMANCE: 

• Bachelor’s Degree or associate degree in Computer Science, Information Systems, or a related field is preferred.
• Minimum of year experience in IT support or help desk role
• Certifications (Preferred): Industry certifications that validate support skills or IT service management knowledge are a plus.
• Technical Proficiency: Strong practical knowledge of Windows operating systems and common software applications is required (e.g. Microsoft Windows 10/11, MS Office 365 suite, email clients).
• Familiarity with enterprise tools such as Active Directory (for user account management), basic networking concepts (TCP/IP, Wi-Fi, VPN), and hardware components (PCs, laptops, printers, mobile devices) is essential for effective troubleshooting.
• Experience performing software installs, updates, and using remote support tools is expected.