JOB DETAILS:

Job Purpose:
The IT Service Desk Analyst will provide first-level technical support to staff, ensuring smooth operation of IT systems and resolving technical issues promptly.

Main Responsibilities:
• Respond to IT service  desk requests via calls, emails, or ticketing systems.
• Provide first-level troubleshooting for hardware, software, and network issues.

• Log, track, and escalate IT incidents to appropriate teams when required.

• Install, configure, and update software and hardware for users.
• Assist with user onboarding and system access setup.

• Maintain IT asset inventories and ensure proper functioning of all devices.

• Provide guidance to staff on IT best practices, tools, and processes.

• Generate incident and resolution reports for review.

Qualifications and Experience:
• Academic: Bachelor’s Degree in Information Technology, Computer Science, or related field.
• Professional: Certification in ITIL, A+, or any relevant IT service desk course is an added advantage.
• Experience: 1–3 years in IT support or service desk roles.

Core Competencies:
• Strong troubleshooting and problem-solving skills.
• Proficiency in IT systems, networks, and tools.
• Excellent communication and customer service skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Attention to detail and ability to document incidents accurately.