Information Technology Support Analyst
• Problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff. • Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation. • Install/upgrade software on Windows workstations. • Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation. • Developing credibility with customers by providing timely/accurate support and maintaining positive relations through effective customer follow-up. • Shift and/or after hours work as needed. • Coordinate with internal IT staff, IT management and customers to resolve all technical issues and escalate if required to ensure smooth business application processes • Monitor administration activities to maintain and reset passwords and monitor all requests. • Install and configure all client software/hardware on windows servers • Assisting users to utilize programs appropriately providing telephonic support. • Interpret a variety of instructions furnished in written, oral, diagram, or schedule form. • Excellent time management, communications, decision making, and organisation skills. • Ability to use word processing, spreadsheets • Ability to work independently to identify and resolve issues. • Able to effectively work with other team members and with management. • Excellent communication skills, both written and verbal, • Working knowledge of current communications devices and desktop technologies.
