IT Support Analyst

Job Title

The primary objective is to provide exceptional customer service, remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor

Role Outcomes

• Provide in-depth helpdesk/service desk support to all users.
• Provide IT and application support to all users.
• Support and maintain all technology infrastructure.
• Liaise 3rd party relationships with vendors, suppliers, and support contractors.
• Facilitate Asset Management tasks.
• Manage the implementation of new technology.
• Customer service orientated.
• Support & mentor IT Support Coordinators and technicians.
• Act as escalation point for IT Support Coordinators and Technicians wherever necessary

Role Responsibilities

Provides predominantly remote technical support to clients under the guidance of the Support Team Lead/ Head of Service Delivery/Shared Services and as part of a team.

The position involves but is not limited to:

• Customer liaison via email, and phone.
• Assist with software installations and updates.
• Log and categorize service requests through helpdesk system (ConnectWise)
• Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service.
• Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Support Team Lead/ Head of Service Delivery.
• Handle more complex technical issues.
• Assist with network and server management.
• Ownership of customer environments and provide specialist expertise for those customers.
• Act as an escalation point to any issues encountered by IT Support Coordinators and Technicians.
• Protect Organisation's 'Character' by keeping internal and external information confidential.
• Embody the values set by the company.
• Aid in the fulfillment of the organisations Vision & Mission through the completion of all requested tasks within your capabilities.