IT Help Desk Analyst at Nestoil Plc

We’re on an evolutionary journey where we’re changing our story. We are looking to hire an experienced IT Help Desk Analyst to join our diverse team in our Company.

In this role, you will work closely with our Strategic Business Units (SBUs) and departments across the Group. You will act as a first level technical resource for providing technical assistance to end users on computer systems, hardware, software, minor LAN/WAN, and security issues. Log and respond to queries, runs diagnostic programs, isolates problems, determine, and implement appropriate solution.

As a IT Help Desk Analyst you will be responsible for:

• Providing front end support to all internal users.
• Responding to queries either in person or over the phone, e-mails, or Text.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, peripherals and common LAN/WAN and security complaints.
• Optimizing software application performance, installing updates, and performing debugging procedures.
• Performing analysis on software application functionality and suggest improvements.
• Ensuring effective front end and back-end functionality of applications.
• Consulting with the software internal users, development team, and OEM to improve application performance.
• Managing patch and code migration across environments to ensure continued and synchronized functionality.
• Establishing the root causes of application errors and escalating serious concerns to internal or external senior support engineers.
• Keeping records of configuration changes and schedule application updates.
• Documenting processes and monitor application performance metrics.
• Logging and updating queries on ICT Helpdesk ticketing portal.
• Writing “How To” training manuals.
• Training computer users.
• Troubleshooting and resolving endpoint security issues.
• Running diagnostic programs to resolve hardware and software problems.
• Resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Installing computer peripherals for users.
• Following up with user to ensure issue has been resolved.
• Gaining feedback from users about computer usage.
• Running reports to determine recurring issues.

What are we looking for?

• Bachelor’s degree in information technology, Computer Science, Engineering or Electronics Engineering
• Must be certified in CompTIA A+, ITIL Foundation, any Microsoft or Cisco Certification is a plus.
• 2+ years of experience working in IT helpdesk environment.
• Strong computer skills and the ability to troubleshoot and diagnose hardware and software problems.
• Familiarity with both pc, mac hardware, android, and iOS phones.
• Experience working with network cable and wireless AP.
• Understand basic computer network topology and protocols.
• Knowledge of TCP/IP.
• Good communication and customer service skills.
• Writing and editing skills to aid in writing and updating training manuals.