Service Desk Analyst Networking – ANSA McAL Limited

ANSA McAL Limited is looking for a suitably qualified candidate for the position of Service Desk Analyst Networking.

JOB SUMMARY

The Service Desk Analyst role is to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to receiving, identification, prioritization, and resolution of incidents and requests. The Service Desk Analyst will ensure high levels of customer service quality and availability. They will use all the diagnostic tools and Helpdesk software available to them, including giving in-person or remote support to end users when necessary.

This role will have an emphasis towards a networking path and its support for the Group IT Infrastructure and Security department. This analyst role will also support the stable operation of the ANSA McAL and the Group’s networks. This will include assisting with planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links, while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion and provide end user advice, guidance, and support where required.

ROLE & RESPONSIBILITIES

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to improve the current processes and prevent future problems for occurring in the user base.
• Collaborate with network analysts and designers to create optimal network design topologies and configurations.

Acquisition & Deployment

• Support development and implementation of networking projects and technology installations.

Operational Management

• Respond to incoming service desk tickets from the service desk customers and Sector IT staff in a courteous manner.
• Verify the ticket’s pertinent end user information, including name, department, contact information, and the accurate nature of the problem or issue.
• Build rapport and elicit problem details from the service desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate Group IT specialist or vendor or telecommunications provider.
• Utilize all appropriate diagnostic utilities to aid in troubleshooting.
• Research all pertinent resources to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the Group.
• Perform fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Assisting with performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Assisting with maintain security solutions, including firewalls, anti-virus, performing network improvements, upgrades, repairs, and intrusion detection systems.
• Assisting with maintaining all network hardware and equipment.
• Monitor and evaluate network performance and provide network performance statistics and reports.
• Perform on-site analysis, diagnosis, and resolution of network problems and recommend and implement corrective hardware and software solutions, including off-site repair.
• Assess fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to service requests.

EDUCATION AND EXPERIENCE:

• College Diploma or associate degree in the field of computer science or related field.
• At least 2 years of proven work experience in IT Service with network duties,
• Certification in networking, CompTIA IT Fundamentals or Network+ or A+.

BUSINESS/TECHNICAL SKILLS:

Knowledge & Experience

• Knowledge of basic computer hardware, including Laptops, desktops, virtualized environments, knowledge of Hyper-V, Azure and AWS will be an asset.
• Experience with desktop and server operating systems, including Windows 10, 11, Server 2016 and above and Linux. Apple IOS will be an asset.
• Working knowledge of a range of diagnostic utilities, for example the TCP/IP tool set.
• Extensive application support experience with Microsoft Office applications, Adobe, etc.
• Working technical knowledge of current network hardware, protocols, and standards, including Cisco, and Fortinet.
• Ability to operate network component analyzers, scanners, and testers, for example Wireshark, etc.
• Hands-on hardware troubleshooting experience.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and critical thinking skills.
• Strong documentation skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Strong customer service orientation.
• Ability to conduct research into networking issues and products as required.
• Ability to present ideas in a user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal (listening and questioning) communication skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Core Competencies

• Critical Thinking
• Attention to Detail
• Collaboration/Teamwork
• Communication: Oral and Written
• Planning & Organizing / Time Management
• Continuous Learning
• Initiative