JOB DETAILS:
Job Function
The Help  Desk Analyst’s role is to ensure proper  computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Key Performance Areas:
Reactive Support:
• Respond to inquiries in courteous manner: Helpdesk specialists are the first point of contact for technical issues, handling inquiries via phone, email, chat, and in person.
• Document interactions: They log support tickets, track issue resolution, and document steps taken to ensure accurate records and knowledge sharing.

• Resolve user issues: This includes troubleshooting hardware and software problems, answering technical questions, and providing guidance on using applications and systems.
• Escalate complex problems: When issues exceed their expertise, they escalate them to the appropriate team (e.g., network engineers, security specialists) for further investigation and resolution.
Proactive Support:
• Strategy and planning: evaluate documented resolutions and analyse trends and patterns to prevent future problems.
• Monitor systems: They actively monitor network performance, system health, and user activity to identify potential problems before they impact users.

• Maintain system documentation: This includes updating user guides, FAQs, and knowledge base articles to ensure users have access to accurate and up-to-date information.
• Develop training materials: They may create training materials and conduct user sessions to educate employees on new technologies and applications.
• Identify and implement system improvements: They analyze user feedback, identify recurring issues, and propose solutions to improve system efficiency and user experience.
System updates and new technologies:
• Perform basic system maintenance tasks like installing software updates, configuring user accounts, and resetting passwords.
• Assist with project deployments by providing technical support and training to users on new systems.
• Participate in disaster recovery efforts to ensure swift system restoration in case of outages.
• Stay up to date with technology trends and industry best practices to continuously improve their skills and knowledge base

Qualifications Required:
• Bachelor’s Degree (B.A., B.S.), or equivalent combination of education and experience in Information Security, Computer Science, Management Information Systems, or related curriculum
• CompTIA A+ or other relevant IT certifications (a plus)

Experience and Skills Required:
• 1-2 years of experience in a technical support role (preferred).
• Experience with troubleshooting hardware and software issues.
• Familiarity with common operating systems (Windows, macOS, Linux).
• Experience working in a customer service environment.
• Proficient in MS Word, Excel and PowerPoint
• Proficient in troubleshooting computer hardware and software problems.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Familiarity with basic scripting and automation tools.
• Ability to interpret system logs and diagnostics