Summary of Role
As an IT Analyst,
you will be responsible to assist in the implementation and
maintenance of IT Support processes, handle routine service requests
and incidents, participate in documentation, knowledge base
creation and collaborate with other IT teams for issue resolution.
Job Description
Roles
and Responsibilities
· Provide support and management of
incidents and service requests according to established IT Support
processes.
· Ensure accurate recording of
clients and incidents' details and
troubleshooting progress.
· Resolve incidents and service requests,
sometimes using automated or standardized and documented
resolution processes.
· Escalate incidents and service requests
to higher support levels or specialist support teams in accordance
with established IT Support processes.
· Identify potential issues and act
on these in accordance with the established IT Support
processes.
· Serve as an escalation point for
incidents and service requests raised as an application champion for an
assigned suite of line of business services.
· Maintain a high degree of customer
service for all support queries, take ownership of user problems, and
be proactive when dealing with user issues.
· Adhere to GDPR (General Data Protection
Regulation) and Data Protection Act
· Ensure project reports and SLA& KPI
(Key Performance Indicators) are updated.
· Adhere to all Risk & Compliance
procedures in line with company and the client's
expectations.
· Involve in Incident Management,
coordinating responses to incident reports, minimizing
negative impacts and restoring service as quickly as
possible.
Job
Requirements
Qualification
& Experience
· Higher School Certificate (Computer
science at A-Level)
· 1-2 years of experience in IT
Support
· Professional certifications in IT would
be an advantage.
Skills
· Good IT troubleshooting skills
· Customer Focused and Quality
Oriented
· Good organization and planning
skills
· Effectively demonstrates teamwork,
problem solving, demonstrate the ability to
quickly acquire knowledge in the support of applications and
services
· Good communication (Written
and Verbal) and Knowledge of Telephony System
· Conversant with Office 365 and
Azure.
· Good analytical and strong
problem-solving skills
· Good time management skills
· Eagerness
to learn new technologies, keeping up to date with industry
trends.
· Ability
to prioritize task
· Ability
to manage time effectively
