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

Reporting To: IT Service Manager

Role Purpose

• 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 IE.

Responsibilities

• 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 IE 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,
• Comply with Quality Management System / Occupational Health & Safety requirements including objectives and applicable regulations relating to assigned jobs.
• Assist in Carry out any other duties as requested by the Head of Department.

Minimum qualifications

• First degree (M. Tech./M.E) in Information Technology or Computer Science or any other related field; or MBA in Information Technology Management or related areas.
• 4+ years’ experience in hands-on Server and Network Administration role.
• Extensive problem-solving and debugging skills.
• Experience with working in an ITIL environment.
• Excellent interpersonal and communication skills.
• Flexible in working outside of core business hours at short-notice.

Technical Competencies:

• Computing and User Support
• Networking Administration
• Server Administration
• Hardware Configuration
• Application Support and Maintenance
• Information Security

Behavioral Competencies:

• Communication and Interpersonal Relations
• Supervisory/Managerial Skills
• Problem Solving and Decision Making
• Managing Resources
• Business Focus