SERVICE DESK ANALYST (2 POSTS) GRADE 6
by OpinionKJobs Posted on 19-08-2016
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13. SERVICE DESK ANALYST (2 POSTS) – GRADE 6

DUTIES AND RESPONSIBILITIES
a) Incident Management – 1st and 2nd line support
b) Providing second-line investigation, diagnosis and support of incidents escalated from first line support
c) Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
d) Support and configure end users on various standard and business applications like Email and internet.
e) Diagnostics, troubleshooting and finding solutions to hardware/software problems
f) Managing the open calls on the service desk queue
g) Installing and configuring new desktops and notebooks with the company setup image and standards.
h) Repairing and upgrading hardware, software, and peripheral equipment in liaison with the vendors for service or major/warranty fixes.
i) Conducting electrical safety checks on computer equipment and ensuring connectivity to UPS power.
j) Perform daily, weekly, monthly tasks on the desktops and notebooks which include up to date Antivirus signatures, software patches and hot fixes etc.
k) Printers/scanners/copiers troubleshooting and repairs
l) Taking users through a series of best practices as well as answering their inquiries and advising on proper use of hardware and software
m) Equipment Handling and Inventory Management
n) Implement desktop policies, plans and strategies relating to ICT incident, and request Fulfillment and others as may be applicable
o) Identify and report immediately to IT Management any potential IT risks in the user environment

REQUIREMENTS FOR APPOINTMENT
a) Degree in Computer Science or related field.
b) Three (3) years’ experience in IS Support preferably in a busy IT Environment.
c) Microsoft Certification (MCP/MCSE/MCTIP).
d) Skills in:
a. Email support
b. Desktop Support
c. Printing (local & network) support
d. Network connectivity/diagnostics
e. IT Service Management Foundation Certificate

 




   

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