Desktop Support Analyst Job Description Template
Our company is looking for a Desktop Support Analyst to join our team.
Responsibilities:
- Responding to incoming telephone calls and emails;
- Resolving IT tickets and incidents;
- Fault finding/reporting;
- Triage incidents;
- Expert knowledge/experience of Windows and Office 365;
- Focus on Incident and Change Management by following ITIL processes;
- 1st and 2nd line desktop support;
- Test technology changes so that it is all working for the next business day;
- Ensure 3rd party vendors and the business follow IT processes;
- Participate in ad-hoc support requests, Desk moves, Desk side support;
- Supporting the business out of hours 6pm – Midnight rota basis (Mon-Fri);
- Supporting the business core hours 7am to 7pm rota basis (Mon-Fri);
- 1st – 2nd line telephone and remote support to all global office personnel 4000+
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures;
- Deliver coaching to peers when necessary.
Requirements:
- An understanding of the importance of excellent customer service and a “can do” attitude;
- The ability to work very well in a team environment;
- Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Lync, WhatsApp, Webex etc;
- Strong background in Windows;
- A good understanding of mobile devices, such as Apple smartphones and tablets;
- Excellent communication skills, both written and verbal;
- Ability to work pro-actively, under pressure and independently with minimal direction;
- Strong background in Microsoft Office.