IT Support Analyst

Overview

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 advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.
• 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).
• Help others get the most out of data management systems by providing support and advice.
• Help manage internal clients by carrying out standard activities and providing support to others.
• Produce, update, and provide best practice support on a wide range of documents, databases, and other departmental systems.
• Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.
• Help others get the most out of knowledge management systems by offering support and advice along with actively participating in Knowledge Centered Support ensuring documentation is created, curated and published for consumption.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Work according to an assigned schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
• 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.

• Previous Service Desk or 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 to end users.
• Willingness to perform research and think creatively to solve issues.
• Ability to operate independently and in a group setting.
• Advanced technical/computer knowledge.
• High level of knowledge with Jira and Confluence software.
• Troubleshoots and understands TCP/IP networking fundamentals.
• Bilingual written and verbal skills.
• CompTIA Linux+ Certification.
• ITIL Foundations.

• Monitors, diagnoses, and fixes problems with technology products.
• Expresses ideas clearly and formulates actions, plans, and policies by means of clear verbal communication.
• Implements processes to support the creation and use of information, data and intellect within the Team.
• Uses 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.
• Sets up and maintains operating systems.
• Uses systems and tools required to search for new data or retrieve existing data in a database.
• High level knowledge of Jira and Confluence software.
• Troubleshoots and understands TCP/IP Networking fundamentals.
• Bilingual written and verbal skills.
• Comp TIA Linux+ Certification.
• ITIL Foundations.

• Education:
  
  Bachelor s Degree or Equivalent Level.
• Experience:
  
  Sound experience and understanding of straightforward procedures or systems (7 to 12 months).
• Managerial
  
  Experience:
  
  Very limited (0 to 3 months).

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