IT Service Desk Analyst at Seven Up Bottling Company

Job Summary

• The IT Service Desk Analyst is responsible for providing top-tier technical support and assistance to the organization. This role involves resolving complex IT issues, ensuring minimal downtime, and maintaining a high level of customer satisfaction. The Analyst will also collaborate with the IT team to implement and improve IT services and solutions.

Key Responsibilities

• Support: Provide dedicated technical support addressing IT-related issues promptly and effectively.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues for users, including computers, mobile devices, and peripherals.
• VIP Treatment: Deliver exceptional customer service to ensure the seamless operation of technology, attending to needs with urgency and professionalism.
• Security: Implement and enforce security protocols to safeguard data and devices, ensuring compliance with IT security policies.
• Documentation: Maintain accurate records of support requests, resolutions, and hardware/software inventory for equipment.
• Communication: Communicate technical information clearly to non-technicalusers and provide guidance on best practices.
• Collaboration: Collaborate with the IT team to escalate and resolve issues that require specialized
• expertise or further investigation.
• Training: Conduct training sessions to enhance their understanding of technology and IT security.
• Technology Evaluation: Stay current with emerging technologies and recommend relevant upgrades or enhancements to IT resources.
• Reporting: Prepare and present regular reports on the performance and status of IT support services to IT management.

Qualifications

• Bachelor's Degree in Information Technology or related field (preferred).
• Proven experience in IT support or a similar role.
• Strong knowledge of IT systems, hardware, software, and network troubleshooting.