The IT support analyst provides front-line support to help users handle issues with computer programs, hardware, and peripherals. In this role, the IT support analyst quickly responds to user concerns, examines issues with applications and equipment, and develops and deploys solutions to keep computers working as intended.
- Minimum Qualification:HND
- Experience Level:Graduate trainee
- Experience Length:1 year
The core duties include the following:
1. Respond to Incoming Help Requests:
The support analyst’s foremost responsibility is responding to user queries and help requests via email, through a help desk, or over the phone. They gather information related to the incident or issue, determine the root cause of the problem, develop methods and solutions to resolve the user’s issue, and balance the flow of incoming support requests and escalations to other IT personnel.
2. Resolve IT Support Requests:
The support analyst will resolve user technical issues. They may remotely access the user’s computer and examine their settings and system or simply explain the steps the user can take to resolve the issue on their own. For relatively simple issues, the IT support analyst can quickly develop and introduce a solution to the problem without further IT department involvement.
3. Maintain Service Records:
The support analyst will maintain clear and concise records of user issues with software and hardware, using these notes to diagnose and repair complex problems and provide their IT department with data highlighting problems reported by multiple users. By maintaining detailed records, the IT support analyst can also examine a user’s history of software or hardware problems and offer suggestions to prevent future issues.
4. Escalate Complex Cases:
If an issue or support request is particularly complex, the IT support analyst escalates it to IT support specialists, passing on notes related to the problem, solutions that have been unsuccessful, and their understanding of the user’s problem. In some cases, the IT support analyst may retrieve the user’s computer so that IT specialists can analyze the system and devise a solution to the problem.
5. Maintain IT Documentation:
The support analyst will support department- and organization-wide operations by creating, maintaining, and distributing IT documents. They might prepare an FAQ document for users that details common errors and issues and provide advice on resolving them, maintain department documents containing procedures and best practices, or develop help sheets that are used by personnel outside the IT department.
6. Perform System Testing and Updates:
The IT support analyst will conduct system tests and deploy updates to software, servers, and hardware. They also ensure that troubleshooting activities and updates do not cause unforeseen problems elsewhere within the system. They may also guide users through update and installation processes for software and peripherals.
Full training & support will be provided, including:
- Level 3 IT Infrastructure Technician qualification, completed over 12-15 months
- Learn about; Dynamics 365, Cyber security, Acronis, Customer Engagement, Mail merge, SharePoint, office 365, website review, file sharing, data access management, server installation, web page development, Application life cycle management, Software Testing, Regular support and review session with your Learning Mentor, Designated workplace mentor, Fully funded qualifications, with a wage on top.
Desired Qualities, Skills & Knowledge:
- Excellent communication with great interpersonal skills
- Ability to work as part of a team
- Provide pleasant customer service
- Ability to share ideas and trust your instinct