The Role
As an IT Support Analyst, you will be responsible for providing technical assistance and support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of our IT systems. You will work closely with other IT team members to resolve technical problems and enhance the overall user experience.
What You Will Do
- Respond to user inquiries and provide technical support via phone, email, or in-person.
- Diagnose and troubleshoot hardware, software, and network issues.
- Install, configure, and maintain computer systems and applications.
- Assist with the setup and deployment of new hardware and software.
- Maintain accurate records of issues and resolutions in the ticketing system.
- Collaborate with other IT team members to identify and implement improvements.
- Provide training and support to end-users on various software applications and IT procedures.
- Monitor and maintain IT infrastructure, including servers, networks, and peripherals.
- Perform regular system updates, backups, and maintenance tasks.
- Ensure security best practices are followed to protect company data and systems.
- Provide desk-side and telephone IT support to users, for PCs, printers, and mobile devices.
- Maintain current knowledge of technological trends and news relevant to hardware, software, training, and processes of the IT Support team
- Manage and execute client software deployments using available system management utilities
What you should Possess
- Bachelor’s Degree, Diploma/HND in Information Technology, Computer Science, or a related field, or equivalent experience or certification.
- Proven experience in an IT support role.
- Strong knowledge of Windows and Mac operating systems.
- Familiarity with common software applications and networking principles.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Experience with ticketing systems and remote support tools.
- Relevant certifications (e.g., ITIL, CompTIA A+, Network+, Microsoft Certified Professional, any other industry relevant certification) are a plus.