Service Desk Analyst

at  Datafin IT Recruitment

REQUIREMENTS:

Qualifications

• BCom Information Systems or related Degree.

Experience/Skills -

• 3+ Years of experience working in IT Support.
• Certifications or relevant experience in A+, N+ and areas such as Microsoft Office 365, Windows10/11, Azure, Intune, OneDrive, SharePoint, and Teams.
• Proficiency with Mimecast, anti-virus software, Citrix, Microsoft Office 365, MDM technologies like Microsoft Intune and cloud technologies such as OneDrive for Business.
• Proficiency in installation and troubleshooting of market applications such as Bloomberg, FactSet and ThinkFolio.
• Background in scripting, including experience with automation of tasks using PowerShell or SCCM.
• Proficiency in ServiceNow or similar ITSM toolset.

• Provide first, second- and third-line technical support to multiple teams across different locations, specializing in application software and hardware troubleshooting.
• Support regional and global workforce both on-site and remotely by utilizing diagnostic tools, extensive troubleshooting, and targeted questioning to effectively identify and resolve technical issues.
• Field a high volume of end user calls received through various channels (email, teams, walk-up, phone), ensuring accurate and consistent logging and updating of all incidents and requests.
• Provide clear communication and instructions to users, guiding them through IT-related problems and solutions.
• Understand and support the data architecture as it relates to data sourced from third parties and internal systems, as well as data required for business applications.
• Resolve incidents within Operations Level Agreement (OLA) and Service Level Agreement (SLA) timeframes.
• Maintain the technical knowledge base by creating, editing, and publishing articles to Confluence for future use.
• Escalate unresolved issues to appropriate internal teams while taking ownership of tickets and driving them to resolution.
• Keep Incidents, Service Requests and Problems up to date with all relevant information on an ongoing basis.
• Continuously and consistently update users with status information regarding their tickets, ensuring effective follow-up.
• Conduct post-resolution follow-ups with users to ensure their IT systems are fully functional, meet their needs, and efficiently manage multiple open issues simultaneously.
• Perform user administration tasks such as password resets, user setup, adding or removing users to a distribution list on Active Directory and basic troubleshooting.
• Execute queries and scripts (particularly in SQL) to perform simple troubleshooting and use logical reasoning with a systematic series of steps to identify the root causes of incidents.
• Cultivate positive customer support experience and build strong relationships with stakeholders throughout the organisation.
• Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance.
• Educate and encourage users to utilize self-service and automation tools for efficient issue resolution.