IT Infrastructure Analyst –Desktop Support Analyst At Ikeja Electricity Distribution Company
The Role of the Desktop Support Analyst involves the provision of technical support for personal computers and desktop applications, printers and other computer peripherals in a network environment. It includes the delivery, installation and setup of new computers (Laptops and Desktops) with approved software in the end user community within IKEDC.
Accountabilities Knowledge & Key Skills
Infrastructure Support 70%
Complete software/hardware installs, upgrades, moves and roll outs as and when requested, to the satisfaction of all parties involved. This includes patching and first-line telephony responsibilities.
Maintain a central library for IKEDC Software, including reference manuals, installation guides, etc.
Keeping hardware inventories, application profiles, procedure manuals up to date and current
Investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions.
Work with end-users to develop an understanding of the needs and uses.
Organize end user training on effective and appropriate use of the company’s desktop resources
Collaborate with other team members to resolve complex issues.
Provide support for Vending PCs and other POS terminals.
Work with external vendors to resolve hardware and software issues
Troubleshoot hardware, software and LAN issues
Troubleshoot and configure Client wireless devices
Respond to incident requests relating end user computing
Personal and Team Development 20%
Share/spread knowledge with team members as well as internal teams(client services,service desk,development)
Pro-active in maintaining and increasing the teams and your own technical knowledge
Identify training needs or requirements for yourself,individually and for the team
Documentation 10%
Ensure incidents and problems are up-to-date
Ensure all technical and non-technical documentation is up-to-date
Contribute to management reports
Essential
Personal Qualities
Strong customer service and support focus with a desire to deliver a high quality service
Self-motivated and highly professional with ability to take owner ship and responsibility
Ability to multi-task,work under pressure and to tight deadlines
A desire to learn and improve skills and knowledge
Fastlearner, energetic and enthusiastic
Adaptable and flexible to business demands
Positive‘can-do’attitude
Team player
Functional Skills and Experiences
2+years’experience in supporting Windows Desktop Environment
Extensive problem solving and debugging skills
Experience in providing services to agreed SLA’s and OLA’s
Experienced in Problem and Incident Management
Experience with working in an ITIL environment
Excellent interpersonal and communication skills
Flexible in working out side of core business hours at short-notice
Technical Skills and Experiences
Experience with supporting multi-tier infrastructures
Experience in supporting Windows 7 and Microsoft Office 2010/2013 in a Microsoft Windows Server 2008 Network Infrastructure environment
Experience in diagnosing and resolving network connectivity issues using TCP/IP tools – PING, NSLOOKUP, NETSTAT etc.
Desirable
Experiencein Managing Windows 7 and Microsoft Office 2010/2013
Experience in the use of automated desktop deployment and software distribution tools
Technical degree/qualification in Desktop Management and Support
Critical Success Factors Key Contacts
Ability to establish and maintain effective relationships with team and department members and system users
Incidents and problems are resolved within SLA
Delivering projects within agreed timeframes
Compliance with departmental procedures and policies
Contact Purpose
Desktop Support Analysts
Knowledge sharing,troubleshooting issues,planning application releases and system changes,communicating resolutions and updates,managing and prioritizing workload
IKEDC Staff
All staff meetings,answering queries,troubleshooting and escalating issues,communicating resolutions and updates,technical resource on projects/implementations
IT Infrastructure Team Lead
Individual and team meetings.
Customers
Technical escalation point,troubleshooting issues,testing,communicating updates/progress
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