First Line Service Desk Analyst

About the job

Job Purpose:As First Line Service Desk Analyst, you'll install and configure computer systems, workstations, diagnose hardware and software faults and solve technical and application problems, youll cover one or more areas of expertise. The First Line Service Desk Analyst makes sure that the users will receive the right level of support. The main objectives of this position are:

• Fulfilling and remediating user/management requests and incidents on time and with excellent quality
• Respect the Service Level commitments defined with the users.

Principal Accountabilities:Key Result Area: IT Support

• Provide 1st level of support.
• Monitor local infrastructure.
• Providing day-to-day support for end users requests related to desktop/software/hardware, telecom and video conferencing.
• Perform Local collaboration & knowledge Sharing.
• Classifies and prioritizes requests and incidents.
• Resolve network connectivity, Projector and MS Teams issues for employees and Students.
• Upgrade, repair, and maintain computer networks.
• Troubleshoot various network issues.
• Support company-wide software.
• Monitoring computer networks and systems to identify how performance can be improved.
• Monitoring system performance and troubleshooting issues.
• Support in upgrading systems with new releases and models.
• Perform analysis to understand the user needs.
• Conduct tests and identify errors of the programs.
• Managing technical documentation
• Assist in troubleshooting technology issues.
• Help with upgrading network equipment.
• Help with upgrading workstations.
• Coordinate the completion of Standard Operating Procedures for relevant systems.
• Perform root cause analysis of complex system problems and provide corrective action.
• Support and work proactively on root cause analysis, problem solving and standard operating procedures creation.
• Answer inquiries and provide basic training to users in the proper use of hardware and software.
• Handle the communication to end users and other IT departments.
• Ensure the Service Level commitments are respected.
• Compile monthly reports for the IT Assistant Manager
• Help in Implementing the service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment.
• Participate in regular staff meetings, staff training programs.