Service Desk Analyst for an Apple-based ICT department
JOB FUNCTION: The IT Service Desk Analyst is responsible for providing high‐quality support to the Printforce employees. This includes resolving technical issues, answering questions, and providing guidance on the use of the company's systems and applications.
KEY RESPONSIBILITIES
* Provide first- and second-level support to employees via phone, email, and chat
* Troubleshoot and resolve technical issues related to the company's systems and applications
* Escalate complex or high‐priority issues to the appropriate team or vendor for resolution
* Contribute to the development of the company's knowledge base by creating and updating articles
* Participate in the continuous improvement of the company's support processes and procedures
MAIN RESPONSIBILITIES
* Work closely with the IT Systems Administrator to ensure the smooth operation of the IT Service function
* Analyse and resolve incidents on a first response basis
* Obtain quotes/estimates and order software and hardware as part of request fulfilment
* Be responsible for ordering hardware, stock, and supplies
* Liaise with suppliers and third‐party support contacts
* Set up and manage mobile devices
* Adhere to all IT policies and procedures and ensure all security and confidentiality measures are followed
MEASURES OF PERFORMANCE
* Resolution targets according to SLAs
* % of incidents resolved in first response
* Reduction in repeat incidents
* Mobile device deployment time from request to operational status
EXPERIENCE AND REQUIREMENTS
Essential:
* Diploma of IT or overseas equivalent
* At least 1 year of full‐time work experience in an equivalent position post‐qualification
* Robust technical skills including understanding of MacOS and Microsoft applications
* Experience using remote management software
* Excellent communication and interpersonal skills
* Ability to diagnose and resolve hardware and software issues efficiently
* Familiarity with basic networking (IT addressing, DNS, DHCP troubleshooting)
* Robust organisational skills with ability to prioritise and multitask
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