Associate Analyst - IT Service Delivery

About the job

As an Associate Analyst - IT Service Delivery, you will work closely with all employees (remote and local) to ensure that they can work flawlessly without having to worry about IT issues. Reporting to the IT manager, you will work closely with other members of the team to make sure support requests are resolved within defined SLA’s providing level 1 support to the users.

Key Responsibilities

Respond to incoming IT support requests via email, service desk or other channels

Providing desktop support (Windows/Mac/Linux) and monitoring all the endpoints remotely

Handling L1 support for service desk and routing the tickets based on defined metrics

Responding in a timely manner to service issues and requests through the service desk ticket system

Providing technical support across the company (this may be in person or over Zoom/Google Meet)

Provide clear, polite, and patient experience for users to ensure a positive support experience.

Routing issues that need advanced technical skills to L2 support

Setting up and configuring new laptops and desktops

Ensuring security patches and upgrades are applied to desktops and laptops

Reporting faults and maintaining logs on servers, desktops and laptops

Maintenance of print server and support internal printer related issues

Building and maintaining an inventory log of all IT assets

Ensuring licensing for all software purchased is recorded and maintained

Performing basic administrative support duties, as required, to meet specific operational objectives