Desktop Support Analyst

Purpose of role

Providing Desktop support to users involved in operating installed hardware and software according to procedures.

Accountability and associated responsibilities

User Support 90%

* Following agreed procedures, provide telephone and face-to-face technical support to users regarding their computer related issues.
* Maintaining accurate logs of faults with resolution and contact details.
* Ensuring all hardware/software installations and routine upgrades are implemented according to agreed procedures.
* Providing the business with a professional service by ensuring customers are regularly updated on progress.
* Working on tasks as assigned by the Team Leader.
* Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
* Ensuring support calls are either rectified within a specified timeframe or escalated to Team Leader

Continuous Improvement 10%

* Initiate ideas to the Team Leader on system and process methods to further improve customer service deliverables
* Participating in ongoing team training and development

Key incumbent requirements

* MCSA or MCP or industry equivalent
* Proven ability to install and configure operating systems and applications
* Good understanding of networking concepts
* At least 2 - 3 years of relevant IT Support experience
* Excellent technical understanding of the following systems:

-Windows 2000

- WindowsXP

Lotus Notes

-Microsoft Office

* Ability to source technical information from manuals or the Internet