IT Support Analyst

at  Excelcare Holdings

DESIRED SKILLS AND EXPERIENCE:

• A minimum of 1 year of experience in a similar IT Support role is required.
• Strong understanding of Microsoft Windows OS, Microsoft Office, related applications, and computer hardware.
• Exceptional communication and interpersonal skills.
• Flexibility in terms of work hours and responsibilities.
• Demonstrated ability to provide excellent customer service and build rapport with users and colleagues.
• Coordinate and deliver professional and timely responses to IT issues and requests, acting as a key support resource and ensuring effective communication of status and progress in line with agreed SLAs.
  If you are an experienced IT Support Analyst with a passion for solving technical challenges and meeting the qualifications mentioned above, we encourage you to apply for this position. Join our team and be a part of our continued dedication to providing top-notch IT support.
  To apply, please submit your CV and a brief cover letter highlighting your relevant experience and how it aligns with the role. We look forward to reviewing your application and potentially welcoming you to our team!

MAIN RESPONSIBILITIES:

• Provide efficient and responsive support to end-users, both in person and remotely.
• Proactively monitor and manage the ticket queue, ensuring timely resolution of incoming requests.
• Prioritise and schedule technical issues, with the ability to escalate complex problems when needed.
• Maintain thorough documentation of the entire problem-solving process, from initial request to resolution.
• Develop strong relationships with customers to gather detailed information about issues.
• Utilise diagnostic tools to troubleshoot and resolve problems effectively.
• Access knowledge bases and online resources for efficient problem resolution.
• Demonstrate proficiency in the organisation’s software and hardware.
• Conduct follow-up procedures post-resolution to ensure customer satisfaction.
• Play a key role in setting up and managing user profiles.
• Assist with hardware installation and configuration.
• Provide expert support for a range of applications, including Windows 10/11 and MS365.