IT Help Desk Analyst

IT Help Desk Analyst

The Trinidad and Tobago Civil Aviation Authority (TTCAA) is a statutory body with the mandate to regulate and administer a safe civil aviation system whilst ensuring that Trinidad and Tobago properly discharges its obligations under international civil aviation agreements and treaties.  The TTCAA is seeking to recruit a suitably qualified person for the following position:

IT HELP DESK ANALYST

Provide technical software, hardware, and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions.

KEY RESPONSIBILITIES:

• Respond to queries from computer users by assigning, logging, tracking, researching,  resolving, and documenting resolutions.
• Communicate directly with end users to clarify any potential issues and execute possible  mitigation steps remotely.
• Assign queries to IT Technicians where a physical intervention is required.
• Conduct hardware and software inventory database maintenance and reporting.
• Follow standard help desk procedures that provide guidance on the approach to addressing the reports from employees, maintenance of computer hardware and software and reporting.
• Prepare reports and maintain records of employee queries and recommended solutions.
• Perform any other related functions as may be assigned.

 QUALIFICATIONS & EXPERIENCE:

• A Bachelor degree in Information Technology.
• Five (5) CXC subjects including Mathematics and English Language.
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Knowledge of relevant Unified Communication Management (UCM) applications.
• Knowledge and experience of customer service.
• Good analytical, interpersonal and problem-solving skills.