IT Help Desk Analyst

at  Nestoil

• We’re on an evolutionary journey where we’re changing our story. We are looking to hire an experienced IT Help Desk Analyst to join our diverse team in our Company.
• In this role, you will work closely with our Strategic Business Units (SBUs) and departments across the Group.
• You will act as a first level technical resource for providing technical assistance to end users on computer systems, hardware, software, minor LAN/WAN, and security issues.
• Log and respond to queries, runs diagnostic programs, isolates problems, determine, and implement appropriate solution.

QUALIFICATIONS

• Bachelor’s Degree in information technology, Computer Science, Engineering or Electronics Engineering
• 2+ years of experience working in IT helpdesk environment.
• Strong computer skills and the ability to troubleshoot and diagnose hardware and software problems.
• Must be certified in CompTIA A+, ITIL Foundation, any Microsoft or Cisco Certification is a plus.
• Familiarity with both pc, mac hardware, android, and iOS phones.
• Experience working with network cable and wireless AP.
• Understand basic computer network topology and protocols.
• Knowledge of TCP/IP.
• Good communication and customer service skills.
• Writing and editing skills to aid in writing and updating training manuals.

• Providing front end support to all internal users.
• Responding to queries either in person or over the phone, e-mails, or Text.
• Ensuring effective front end and back-end functionality of applications.
• Consulting with the software internal users, development team, and OEM to improve application performance.
• Managing patch and code migration across environments to ensure continued and synchronized functionality.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, peripherals and common LAN/WAN and security complaints.
• Optimizing software application performance, installing updates, and performing debugging procedures.
• Performing analysis on software application functionality and suggest improvements.
• Establishing the root causes of application errors and escalating serious concerns to internal or external senior support engineers.
• Keeping records of configuration changes and schedule application updates.
• Documenting processes and monitor application performance metrics.
• Logging and updating queries on ICT Helpdesk ticketing portal.
• Writing “How To” training manuals.
• Training computer users.
• Troubleshooting and resolving endpoint security issues.
• Running diagnostic programs to resolve hardware and software problems.
• Resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Installing computer peripherals for users.
• Following up with user to ensure issue has been resolved.
• Gaining feedback from users about computer usage.
• Running reports to determine recurring issues.