Job Title: IT Desktop Analyst
Job Field
Engineering, Technical, ICT
Job Detail
The Role of the Desktop Support Analyst is to maintain and operate computer systems and/or network.
The duties of a support analyst are wide-ranging and vary widely from one organization to another. The IT Support team is charged with installing, supporting and maintaining desktop computing systems; planning for and responding to service outages and other problems that may arise.
To perform the job well, the role holder must demonstrate a blend of technical skills in desktop operating systems technologies, system administration and use of Microsoft Office tools
Key Responsibilities
Provide first level technology support and escalate issues to Tier 2 and 3 support when necessary
Monitor and evaluate data network infrastructure: Switches, routers, data network devices, network links, GSM boosters, PBX, IP telephones and implement changes as required to improve performance
Monitor and evaluate voice network infrastructure: IP PBX, IP Phones, VoIP gateways, E1 lines and implement changes as required to improve performance
Interface with 3rd party service providers
Provide periodic reporting of IT Support operations
Knowledge, Skills
Good Knowledge of windows 2008 Server operating system and Network Infrastructure Active Directory,Group Policy, DHCP, DNS, File Services, etc.
Hardware and software troubleshooting skills
Good understanding of windows based applications and their interaction with the underlying operating system environment Registry, System Services, Component application subsystem etc.
Dexterity in setting up and managing switches and routers
Good report writing skills
Good IT process understanding
Very good problem solving skills – frequently under various sorts of constraints and stress
Minimum Qualification, Experience
A Bachelor’s degree in the field of Computer Science, Engineering
0 – 3 years qualitative experience in technology deployment or support
Certifications will be an added advantage
Excellent communication skills and interpersonal skill, ability to work virtually, fluency in English as a contract language
Personality Traits
Highly analytical, hard-working, Creative, Logical, Organized, Professional conduct, Resourceful,good interpersonal skills
Working Relationships
2nd and 3rd Tier IT Support team
3rd party service providers
Sahara Group staff
Other Stakeholders
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