IT Services Analyst

Client of AW Connect

Key Responsibilities

• Provide Level 1 technical support for end users.

• Troubleshoot issues and guide users through problem-solving steps.

• Escalate complex issues to higher-level IT teams.

• Ensure timely resolution of incidents and service requests in line with SLAs and ITIL standards.

• Support end-user system updates and monitoring (patch management, spyware removal, virus checks, backups, etc.).

• Manage user accounts and email configurations.

• Monitor and maintain printers, copiers, and other office equipment.

• Configure and prepare new devices (laptops, desktops, mobiles, landlines, etc.) for users.

2. Incident Management

• Log, prioritize, and track IT incidents using ticketing systems.

• Investigate root causes and recommend preventive actions.

• Communicate status updates clearly and promptly to stakeholders.

• Coordinate with technical teams to implement solutions.

• Conduct post-incident analysis and prepare service reports (SLA performance, root causes, etc.).

3. IT Asset and Inventory Management

• Track and manage IT assets including hardware, software, and licenses.

• Maintain accurate records of asset ownership and movement.

• Coordinate procurement, deployment, and decommissioning of assets.

• Optimize asset utilization and manage stock levels efficiently.

• Collaborate with procurement to ensure timely availability of IT equipment.

• Implement best practices to minimize waste and excess inventory.

4. Continuous Improvement

• Research and suggest new technologies and software to enhance efficiency.

• Document systems, processes, and workflows.

• Contribute to building a technical knowledge base for common issues.

• Manage vendor relationships and support vendor coordination.

• Demonstrate negotiation and inventory management skills.

5. Technical Tools and IP Telephony

• Manage Desktop Central, Service Desk Plus, Door Access, and MyQ systems ensuring uptime and bug-free performance; liaise with vendors for issue resolution.

• Maintain MailStore Server and manage backups and user archive exports.

• Manage Avaya IP Telephony & Dial-Guard systems and coordinate with telecom teams to enhance performance.

• Contribute to expanding and improving IP telephony capabilities.