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IT Service Desk Analyst - remote
The Remote IT Service Desk Analyst will provide first and second line technical support to our clients. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. Responsibilities Act as a single point of contact for emails from clients regarding IT issues and queries • Receiving, logging and managing emails from Wono users via email • Maintaining an Asset Database and track changes • Troubleshoot basic network issues • Log all incoming emails in the Service Desk Email Logging system (SCSM) • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner • To maintain a high degree of customer service for all support queries and adhere to all service management principles • Provide stats for the weekly Service Desk report on email trends • Publishing support documentation to assist staff with requests for information & provide staff training if required • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. • Blackberry account management and provision • To arrange for external technical support where problems cannot be resolved in house Requirements Excellent communication skills and telephone manner. • Excellent organisational skills • 1 years previous IT Service Desk • Incident Management experience – Managing incidents including business expectations and communication • Basic User & Security Group Active Directory administration • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7-10 and Office 2007-10 • Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation) • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Data Entry & Admin
Customer Service
Customer Support
Desktop Support
Helpdesk
Technical Support
Remote
50 $
/ hour
2 months ago
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