Service Desk

The Service Desk Analyst is the initial point of contact for IT support within the organization, providing technical assistance to users experiencing issues with their computer systems, software, or hardware. He/She should be able to diagnose and is expected to resolve simple technical problems, manage user requests, and escalate complex issues to higher-level support teams when necessary.

1. Functions as the point of contact for all problem and informational calls coming into the Department of Information Technology.
2. Log and diagnose (or refer for additional action) all called in Help Desk problems, issues and trouble calls.
3. Provide first-call resolution for desktop hardware, software, network connectivity, eMail, Internet access, and other computing related problems.
4. Apply training and logic to assist customers in remote troubleshooting and problem resolution.
5. Exercise judgment in prioritizing problems and escalating them to the next level of support when necessary.
6. Utilize appropriate applications to gather information, log problems, and analyze results, track problems and record resolutions.
7. Perform standard reporting as required, and apply past history and solutions databases in problem solving.
8. Ensure problems are correctly routed through to the appropriate responsible Department of Information Technology individuals.
9. Documents computer and other IT fixed assets, from PR preparation, PO preparation, receiving of deliveries, distribution to users and disposal of defective assets.
10. Attends internal and external training sessions and meetings as directed and necessary for job performance.
11. Perform other related duties and assignments as directed.

1. College graduate of any IT related courses.
2. Working experience of 6 months to 1 year in an IT support role.
3. Working knowledge of productivity applications, operating systems, and basic connectivity.
4. Hard working and team player.
5. Good moral character and possess a healthy attitude towards work.
6. Ability to interface and communicate effectively with non-technical personnel (e.g. Store, Head Office and Warehouse users) as well as technical personnel from in and out of the Information Technology Department.
7. Must possess good communication skills, exercise patience, understanding, and be able to work with accuracy even in stressful situations