The IT Service Desk Analyst is a member of the Service Desk team that provides day-to-day technical support to all end users utilising knowledge of information system services to assist all end users and maintain fully functional company operations. Provides support to all end users on a variety of differing incidents or Service Requests, using the incident management and request fulfillment processes, in-line with Service Desk objectives. Documents, communicates, tracks, and monitors the life cycles to ensure a timely response and resolution that meet the company Service Level Agreements (SLAs). Familiar with a variety of IT concepts, practices, and procedures relating to the Technology Department and the software and applications operated within the company. From time to time undertake a variety of projects to ensure continuos IT developments, improvements and support.
The IT Service Desk Analyst must be positive, enthusiastic, flexible, and reliable. Be able to provide deskside and remote technical support. Develop on experience and judgment to plan and accomplish all targeted goals. A degree or creativity and latitude is expected when researching and problem solving.
The job functions include, but are not limited to, the following: