IT Help Desk - Analyst - Infrastructure Team

Daily Tasks And Activities

• Respond to Tickets: Ensure reply to staff inquiries as soon as they come in.
• PC/Laptop Configuration: Set up, configure, and troubleshoot desktops and laptops, including installing operating systems, drivers, and software.
• Log ITHD Tickets: Document each step taken for a ticket in the system for record-keeping and transparency.
• Follow Up on Open Tickets: Check and update ongoing tickets to make sure they're progressing toward resolution.
• Resolve Issues Efficiently: Work to solve end-user problems during the first interaction whenever possible.
• Resolve User Support Issues: Provide help with common user problems such as password resets, software installation, and network access.
• Prioritize Urgent Requests: Handle time-sensitive issues first, especially those affecting critical operations.

Minimum Requirements

• 2 years’ experience
• Knowledge about ITSM tools and ITHD Ticketing
• Knowledge about Windows 10 / 11
• Basic Knowledge of networking
• Bachelor's Degree in Computer science