IT Support Analyst

Responsibilities and Duties

The IT Support Analyst helps end-users resolve issues with computer hardware or software. This position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications.

Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.

Provide first level troubleshooting and support for incidents related to computer systems, servers, software, point of sale hardware, store operations, telephony, LAN (Local Area Network) & WAN (Wide Area Network)

Produce, update, and provide best practice support on documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.

Provide initial fault isolation and support in proposing resolution for approval by more senior colleagues to limit and address issues promptly.

Use the knowledge management system to access specific information participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption

Work according to an assigned schedule.

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Use data management systems to access specific information as and when required.

Help manage internal clients by carrying out standard activities and providing support to others.

Previous Service Desk or O’Reilly’s support desk experience.

Ability to analyze computer problems with the intent to develop and implement logical and effective solutions.

Excellent interpersonal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills.

Ability to provide Excellent Customer Service skills to end users.

Display a willingness to perform research and think outside the box.

Capability to operate independently and in a group setting.

Advanced technical/computer knowledge.

Monitors, diagnoses and fixes problems with technology products.

Expresses ideas, requests action, formulates plans, and policies by means of clear and effective verbal communications.

Puts processes in place to support the creation and use of the information, data and intellect that exists in the Team Members who work for an organization, to support the achievement of goals.

Employs a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.

Understands and effectively uses standard office equipment and standard software packages to support business processes.

Installs, sets up, configures, and manages software and environments.

Selects and deploys the appropriate office system and to use it to optimum effect.

Sets up and maintains operating systems.

Utilizes systems and tools required to search for new data or retrieve existing data in a database.

Troubleshoots and understands TCP/IP Networking fundamentals.

Bilingual written and verbal skills.

Comp TIA Linux+ Certification.

Education:

Bachelor's Degree or Equivalent Level

Experience:

Basic experience of simple office / operational systems (4 to 6 months)

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