IT Client Support Analyst at Sunbeth Global Concepts (SGC)

The Client Support Analyst serves as the first point of contact for end-users across all Sunbeth Global Concepts Strategic Business Units (SBUs). This role ensures the efficient operation of IT systems by providing technical assistance, resolving incidents, supporting applications, and maintaining high levels of user satisfaction and system reliability.

Job Details

Technical Support and Troubleshooting:  

• Provide first-line support for hardware,  software, network, and application issues  through phone, email, chat, remote tools,  and on-site visits.  Ticket and 

Knowledge Base Management:  

• Log, categorize, track, and close support  tickets in the ITSM platform.  
• Document solutions and maintain  knowledge base articles.  

User Account and Application Support: 

• Support user access (creation,  termination, password resets) and provide  help for business applications like  Microsoft 365, ERP, Teams, and  SharePoint.  

Security and IT Asset Support:  

• Report and escalate security incidents.  
• Update and maintain IT asset inventory. 
• Conduct quarterly user awareness sessions.

Requirements

Educational Requirements

• Bachelor’s degree, HND or post graduate diploma or certificate in computer, IT or engineering fields

Professional Requirements

• CompTIA A+ CompTIA Network+ Microsoft 365 Certified: Endpoint Administrator Associate Microsoft certified: AI Fundamentals Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate ITIL Foundation Certification

Experience Requirement

• 2-3 years of experience in a client support, help desk, or technical support role.
• Experience supporting Microsoft 365 applications.