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Form of workJob Position: IT Analyst - Helpdesk
Designation: Analyst/Sr. Analyst
Job Description
Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users
Route problems to internal I.M. support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
Administer and provide User Access and Exit controls.
Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
Training: Be willing to participate in on the job training designed to enhance skills and support capabilities.
Eligibility, Knowledge, Skills & Experience
3-4 yrs of University education post High school (B.Sc. or Diploma)
1-2 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
Phone support experience is mandatory
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem-solving skills required.
Hands-on work experience with the following:
o Windows Operating systems - Windows XP/ 7 /10
Remote desktop connectivity applications
MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
MS Outlook:
o Configuring the MS Outlook - via Exchange or POP
o Making Calendar entries - setting up meetings
o Sharing of calendar address book and contacts.
o Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.
o Setting up Rules in MS outlook
Internet Troubleshooting:
o Knowledge of the working principles of DHCP and DNS.
o Setting up/troubleshooting wired and wireless connections.
o Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.
o Troubleshooting internet explorer issues - like secured sites not opening
o Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed
VPN and remote dial-in users
Support for laptop, desktops, and printers
Others: Adobe Acrobat and other common desktop applications
Basic knowledge of ITIL processes
Willing to work in 24 x 7 operations
