Analyst, Technical Support

Job purpose
• Resolve assigned customer technical issues
• Serve as escalation for Help Desk Technician I
• Escalate as required, within a proper time frame
• Meet SLA’s
• Communicate to customers clearly, effectively and professionally

Major accountabilities
- Provide first tier IT support, prioritization, triage, documentation, and status for users’ interaction to the Help Desk
- Update IT Hardware & Software adds, move and changes in the inventory tracking system
- Maintain appropriate coverage of the Help Desk phone line to provide proper response to user needs and inquiries.
- Prepare daily reconciliation of the outstanding requests/tickets, as well as compiling and timely distribution of the statistics
- Accepts additional tasks as assigned, including but not limited to assembling workstations, imaging computers using ghost process, ordering hardware/software

Specialized knowledge
- Broad knowledge of end point Microsoft Office product (e.g. Office, windows, outlook,…)
- Knowledge of technical terms and computer hardware and software troubleshooting

Problem solving
- Ability to describe technical issues using non-technical terminology
- Ability to communicate efficiently and effectively with all levels of contact, both verbally and in written formats

Education and experience
- College or University degree
- At least 2 years at similar position

- Annual leave, Insurance and Policy following Labor Law
- Competitive salary
- Professional and active working environment

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