Jobs

Description

The Support Analyst provides technical assistance and support to end-users, ensuring that hardware, software, and network issues are resolved efficiently. This role involves troubleshooting, maintaining system performance, documenting incidents, and collaborating with IT teams to improve system reliability and user satisfaction.

Key Responsibilities:

• Respond to user queries and technical issues via phone, email, chat, or ticketing system.

• Diagnose and resolve software, hardware, and network problems in a timely manner.

• Escalate complex issues to higher-level support teams when necessary.

• Monitor system performance and identify recurring issues or potential risks.

• Install, configure, and maintain operating systems, applications, and devices.

• Maintain accurate records of issues and solutions in the ticketing system.

• Assist in setting up user accounts, permissions, and profiles.

• Support IT projects such as software upgrades, migrations, and deployments.

• Provide training and guidance to users on new systems and technologies.

• Ensure adherence to IT policies, data security, and best practices.

Qualifications and Skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• Proven experience in technical support, help desk, or IT operations.

• Strong understanding of Windows/Mac OS, networking, and enterprise applications.

• Familiarity with ITSM tools such as ServiceNow, Jira, or Zendesk.

• Excellent problem-solving, analytical, and communication skills.

• Ability to manage multiple tasks and prioritize effectively.

• Customer-focused attitude and attention to detail.