IT Support Sr. Analyst

Job Purpose:

Provide efficient, on-site IT helpdesk support to ensure timely resolution of technical issues, maintain high user satisfaction, and meet established Service Level Agreements (SLAs).

Key Responsibilities:

Operations

• Deliver 1st-level support for hardware, software, and network-related issues.
• Install, configure, and troubleshoot computer systems, peripherals, and applications.
• Respond promptly to incidents assigned via the IT ticketing system.

Incident Management

• Diagnose and resolve incidents within agreed timelines.
• Escalate unresolved issues to appropriate IT teams or vendors.
• Track incident progress and keep users informed until closure.

Process Improvement

• Work with the IT Support Manager to standardize operating procedures.
• Identify and recommend improvements to enhance IT service delivery.

Concepts & Policies

• Follow IT policies, security guidelines, and operational standards.
• Ensure compliance with company IT governance frameworks.

Reporting & Documentation

• Maintain accurate documentation of incidents, solutions, and procedures.
• Prepare reports on IT support activities, trends, and recurring issues.

Qualifications & Experience:

• Bachelor’s degree in computer engineering, Information Technology, or related field.
• 5-7 years of experience in desktop/helpdesk support.
• Strong knowledge of Microsoft Windows, Office 365, and basic networking.
• Experience with IT ticketing systems and remote support tools.
• Valid Professional Certifications.