Associate Analyst - IT Service Delivery

As an Associate Analyst - IT Service Delivery, you will be an essential part of the IT team, ensuring smooth and efficient IT support for all employees, whether working remotely or on-site. Reporting to the IT Manager, you will collaborate closely with colleagues to address support requests promptly and within agreed service level agreements (SLAs). Your main responsibility will be to provide Level 1 support, helping users resolve IT issues quickly so they can continue their work without interruption.

Key Responsibilities

- Respond promptly to IT support requests received through email, the service desk, or other communication channels.
- Provide desktop support across various operating systems, including Windows, Mac, and Linux, while remotely monitoring all endpoints.
- Manage Level 1 support by triaging and routing tickets appropriately based on predefined criteria.
- Address service issues and requests efficiently using the service desk ticketing system.
- Offer technical assistance to users company-wide, either in person or via virtual platforms such as Zoom or Google Meet.
- Maintain a positive user experience by communicating clearly, politely, and patiently.
- Escalate complex technical problems to Level 2 support when advanced expertise is required.
- Set up and configure new laptops and desktops for end users.
- Apply security patches and system upgrades to desktops and laptops to ensure compliance with security standards.
- Report faults and maintain detailed logs for servers, desktops, and laptops.
- Maintain and troubleshoot the print server and support internal printer-related issues.
- Build and maintain an accurate inventory log of all IT assets.
- Ensure proper recording and maintenance of software licensing for all purchased applications.
- Perform basic administrative support tasks as needed to meet operational goals.

Required Qualifications

- Proven experience delivering Level 1 IT support within a corporate environment.
- Proficiency in supporting multiple operating systems, including Windows, Mac, and Linux.
- Strong understanding of IT service management principles and ticketing systems.
- Effective troubleshooting skills for hardware and software issues.
- Excellent communication skills with a strong customer service orientation.
- Experience in configuring and deploying laptops and desktops.
- Familiarity with applying security updates and managing software licenses.
- Strong organizational skills for maintaining IT asset inventories and logs.

Preferred Qualifications and Benefits

Candidates with experience in remote support tools such as Zoom and Google Meet will have an advantage. Additionally, knowledge of print server management and basic administrative IT duties will be beneficial. This role provides an opportunity to work in a dynamic IT environment, supporting a diverse user base and contributing to the seamless operation of IT services throughout the organization.