IT Service Desk Analyst

Teneo

Job Description

Roles & Responsibilities

Desired Candidate Profile

Key Responsibilities

Provide second-level technical support to telephone and email requests from users for all hardware, software, phones, AV equipment, and associated peripherals

Promptly respond to requests and cases from end users (both local and remote) by troubleshooting and/or researching and providing the appropriate resolution

Develop and document internal IT processes and procedures

Log support calls and document their outcome to facilitate the resolution of common queries

Redirect or escalate support requests as appropriate to team members and third parties

Proactively provide information to users on the progress of outstanding support calls

Deploy laptops/mobile devices and associated peripherals, including new installations and the redeployment of existing equipment

Install and configure operating systems and software to agreed standards

Provide training and answer questions to end users for adopting new technology/IT practices. Work closely with other IT staff members globally to acquire additional technical and non-technical knowledge

Assist in the compilation of the support team s technical documentation, guidelines, and procedures, and ensure they are disseminated to users

Provide a professional, courteous, and rapid response to individual users at all times

Effectively communicate and manage key stakeholders to ensure alignment and transparency

Exemplify integrity and discretion when handling sensitive information or user data

Essential Skills And Experience

Excellent verbal and written communication skills to engage with users and stakeholders effectively

Proficiency in MS Excel, Word, and Outlook required

Must be organized and able to work in a fast-paced environment

Ability to manage multiple tasks and projects simultaneously while maintaining high standards of service delivery

Microsoft Windows Operating Systems (desktop and server platforms - Windows 11 and Server 2019/2022)

Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, switching, and routing

Maintenance/monitoring of antivirus solutions and software packages (Intune)

Azure server infrastructure management

Office 365 administration and management

Continuous improvement mindset with a proactive, adaptable, and agile approach to collaboration and problem-solving

Preferred Skills And Experience

Some travel around the Middle East region may be required throughout the year

Some scripting experience, preferably with PowerShell

CompTIA A+/Net+, CCNA, Microsoft 365 Certified: Endpoint Administrator Associate, Cisco Certified Technician (CCT), or related certification a plus