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  • Posted: May 26, 2017
    Deadline: May 31, 2017
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    Incorporated in 1999, High-Tech Data Systems is a cutting edge IT services provider that has been responsible for the successful delivery of a variety of business-to-business solutions. HDS has consistently been at the forefront in achieving complete customer satisfaction and meeting the challenges of delivering solid IT solutions that add value to our cl...
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    IT Service Desk Analyst

    Outline of Role

    • The IT Service Desk Analyst will provide first and second line technical support to internal staff.
    • The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
    • There is also a range of administration duties within this role.

    Responsibilities

    • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
    • Receiving, logging and managing calls from internal staff via telephone and email
    • Maintaining an Asset Database and track changes
    • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, Laptops, PCs and Printers
    • Troubleshoot basic network issues
    • Escalate unresolved calls to the infrastructure support team
    • Log all calls in the Service Desk Call Logging system (SCSM)
    • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
    • To maintain a high degree of customer service for all support queries and adhere to all service management principles
    • Provide basic in-house training in MS Office applications used within the Organisation (Word, Excel, Outlook, PowerPoint)
    • Provide stats for the weekly Service Desk report on call trends
    • Publishing support documentation to assist staff with requests for information & provide staff training if required
    • Basic Active Directory knowledge.
    • Creating user accounts, reset passwords, create groups etc.
    • To arrange for external technical support where problems cannot be resolved in-house

    Requirements

    • Excellent communication skills and telephone manner.
    • Excellent organisational skills
    • 4 years previous IT Service Desk and/or Call Centre experience required
    • Incident Management experience - Managing incidents including business expectations and communication
    • Basic User & Security Group Active Directory administration
    • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8, 10 and Office Suite
    • Experience with using and troubleshooting Outlook 2013 and 2016 within a network environment (permissions, calendar sharing, delegation)
    • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

    Qualifications

    • An ITIL qualification is preferable but not essential
    • MCP certification would be desirable
    • Relevant University Degree + NYSC Discharge

    Method of Application

    Applicants should send their CV's to: recruitment@hdsgroup.com

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