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The Role of the Desktop Support Analyst involves the provision of technical support for personal computers and desktop applications, printers and other computer peripherals in a network environment. It includes the delivery, installation and setup of new computers (Laptops and Desktops) with approved software in the end user community within IKEDC.

• Complete software/hardware installs, upgrades, moves and roll outs as and when requested, to the satisfaction of all parties involved. This includes patching and first-line telephony responsibilities.
• Maintain a central library for IKEDC Software, including reference manuals, installation guides, etc.
• Keeping hardware inventories, application profiles, procedure manuals up to date and current
• Investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions.
• Work with end-users to develop an understanding of the needs and uses.
• Organize end user training on effective and appropriate use of the company’s desktop resources
• Collaborate with other team members to resolve complex issues.
• Provide support for Vending PCs and other POS terminals.
• Work with external vendors to resolve hardware and software issues
• Troubleshoot hardware, software and LAN issues
• Troubleshoot and configure Client wireless devices
• Respond to incident requests relating end user computing

Personal and Team Development 20%

• Share/spread knowledge with team members as well as internal teams(client services,service desk,development)
• Pro-active in maintaining and increasing the teams and your own technical knowledge
• Identify training needs or requirements for yourself,individually and for the team

Documentation 10%

• Ensure incidents and problems are up-to-date
• Ensure all technical and non-technical documentation is up-to-date
• Contribute to management reports

Personal Qualities

• Strong customer service and support focus with a desire to deliver a high quality service
• Self-motivated and highly professional with ability to take owner ship and responsibility
• Ability to multi-task,work under pressure and to tight deadlines
• A desire to learn and improve skills and knowledge
• Fastlearner, energetic and enthusiastic
• Adaptable and flexible to business demands
• Positive‘can-do’attitude
• Team player

Functional Skills and Experiences

• 2+years’experience in supporting Windows Desktop Environment
• Extensive problem solving and debugging skills
• Experience in providing services to agreed SLA’s and OLA’s
• Experienced in Problem and Incident Management
• Experience with working in an ITIL environment
• Excellent interpersonal and communication skills
• Flexible in working out side of core business hours at short-notice

Technical Skills and Experiences

• Experience with supporting multi-tier infrastructures
• Experience in supporting Windows 7 and Microsoft Office 2010/2013 in a Microsoft Windows Server 2008 Network Infrastructure environment
• Experience in diagnosing and resolving network connectivity issues using TCP/IP tools – PING, NSLOOKUP, NETSTAT etc.

• Experiencein Managing Windows 7 and Microsoft Office 2010/2013
• Experience in the use of automated desktop deployment and software distribution tools
• Technical degree/qualification in Desktop Management and Support

• Ability to establish and maintain effective relationships with team and department members and system users
• Incidents and problems are resolved within SLA
• Delivering projects within agreed timeframes
• Compliance with departmental procedures and policies

Knowledge sharing,troubleshooting issues,planning application releases and system changes,communicating resolutions and updates,managing and prioritizing workload

IKEDC Staff

All staff meetings,answering queries,troubleshooting and escalating issues,communicating resolutions and updates,technical resource on projects/implementations

IT Infrastructure Team Lead

Individual and team meetings.

Customers

Technical escalation point,troubleshooting issues,testing,communicating updates/progress

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