IT Infrastructure Analyst - Desktop Support Analyst at Ikeja Electricity Distribution Company

Overview of Role:
The Role of the Desktop Support Analyst involves the provision of technical support for personal computers and desktop applications, printers and other computer peripherals in a network environment. It includes the delivery, installation and setup of new computers (Laptops and Desktops) with approved software in the end user community within IKEDC.

Accountabilities

Infrastructure Support 70%
    Complete software/hardware installs, upgrades, moves and roll outs as and when requested, to the satisfaction of all parties involved. This includes patching and first-line telephony responsibilities.
    Maintain a central library for IKEDC Software, including reference manuals, installation guides, etc.
    Keeping hardware inventories, application profiles, procedure manuals up to date and current
    Investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions.
    Work with end-users to develop an understanding of the needs and uses.
    Organize end user training on effective and appropriate use of the company’s desktop resources
    Collaborate with other team members to resolve complex issues.
    Provide support for Vending PCs and other POS terminals.
    Work with external vendors to resolve hardware and software issues
    Troubleshoot hardware, software and LAN issues
    Troubleshoot and configure Client wireless devices
    Respond to incident requests relating end user computing

Personal and Team Development 20%
    Share/spread knowledge with team members as well as internal teams(client services,service desk,development)
    Pro-active in maintaining and increasing the teams and your own technical knowledge
    Identify training needs or requirements for yourself,individually and for the team

Documentation 10%
    Ensure incidents and problems are up-to-date
    Ensure all technical and non-technical documentation is up-to-date
    Contribute to management reports
 
Knowledge & Key Skills

Personal Qualities
    Strong customer service and support focus with a desire to deliver a high quality service
    Self-motivated and highly professional with ability to take owner ship and responsibility
    Ability to multi-task,work under pressure and to tight deadlines
    A desire to learn and improve skills and knowledge
    Fastlearner, energetic and enthusiastic
    Adaptable and flexible to business demands
    Positive‘can-do’attitude
    Team player

Functional Skills and Experiences
    2+years’experience in supporting Windows Desktop Environment
    Extensive problem solving and debugging skills
    Experience in providing services to agreed SLA’s and OLA’s
    Experienced in Problem and Incident Management
    Experience with working in an ITIL environment
    Excellent interpersonal and communication skills
    Flexible in working out side of core business hours at short-notice
 
Technical Skills and Experiences
    Experience with supporting multi-tier infrastructures
    Experience in supporting Windows 7 and Microsoft Office 2010/2013 in a Microsoft Windows Server 2008 Network Infrastructure environment
    Experience in diagnosing and resolving network connectivity issues using TCP/IP tools – PING, NSLOOKUP, NETSTAT etc.

Desirable
    Experiencein Managing Windows 7 and Microsoft Office 2010/2013
    Experience in the use of automated desktop deployment and software distribution tools
    Technical degree/qualification in Desktop Management and Support

Critical Success Factors
    Ability to establish and maintain effective relationships with team and department members and system users
    Incidents and problems are resolved within SLA
    Delivering projects within agreed timeframes
    Compliance with departmental procedures and policies

Contact Purpose
Desktop Support Analysts
Knowledge sharing,troubleshooting issues,planning application releases and system changes,communicating resolutions and updates,managing and prioritizing workload

IKEDC Staff
All staff meetings,answering queries,troubleshooting and escalating issues,communicating resolutions and updates,technical resource on projects/implementations

IT Infrastructure Team Lead
Individual and team meetings.

Customers
Technical escalation point,troubleshooting issues,testing,communicating updates/progress