Application and Helpdesk Analyst
JOB DESCRIPTION & SPECIFICATION
POSITION: APPLICATION AND HELPDESK ANALYST
SALARY: $6200.00
DEPARTMENT: INFORMATION TECHNOLOGY
REPORTS TO: ASSISTANT IT MANAGER
SUPERVISION GIVEN TO: N/A
PURPOSE: To provide trouble shooting and basic resolutions of IT related problems, software support, record keeping, training and assistance to customers, ensuring that all systems and procedures are followed in accordance with the company’s policies.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Handles queries from internal customers by assigning, logging, tracking, researching and resolving.
• Provides information and assistance to management and System Support Officers regarding support activities and in troubleshooting problems.
• Assists in user and functional acceptance testing; and assists in training in the key IT systems.
• Manages User Access Rights on IT systems.
• Logs Hardware and Software issues encountered by branches and head office to external vendors/third parties and track through to resolution.
• Develop, modify, prepare, produce and run reports as required by the business.
• Performs any other duties as required by the line manager.
JOB SPECIFICATION:
QUALIFICATION / EDUCATION AND EXPERIENCE
• Associate degree in Computer science.
• Five (5) GCE/CXC Ordinary level passes including Mathematics and English Language.
• Proficient in Microsoft Suite, with intermediate skills in MS Excel.
• One (1) years’ experience in a customer service environment with one (1) year experience in using Microsoft Suite.
KNOWLEDGE, SKILLS AND ABILITIES
• Must be organized, goal-oriented, persistent and committed, customer-focused, assertive, able to cope well in stress-related environments and possess computer literacy skills.
• Proper telephone etiquette.
• Strong analytical and problem-solving skills.
• Knowledge of Networking and SQL will be an asset.
• Excellent written and oral communication and interpersonal skills.
• Flexible, able to work in a team.
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