IT Analyst

Fly Jinnah – IT Analyst

Overview

Job purpose: Provides front-line primary technical support to end users on hardware, software and peripherals. Responds to, documents, and resolves service issues in a timely manner according to SLAs. Diagnoses hardware/software faults and solves technical and application problems to ensure productivity is in line with set measures and client policies and procedures.

Key Result Responsibilities

• Act as a key contact point for the service hub, take ownership of reported issues, respond promptly, provide proper information and feedback, and ensure problems are recorded and tracked throughout the process.
• Conduct root cause analysis to evaluate and resolve complex problem situations; develop checklists for typical problems while providing Level 1 support and route unresolved issues to the appropriate internal teams.
• Research, diagnose, and troubleshoot systems, network problems and hardware/software faults; identify resolutions and respond within agreed time limits to call-outs.
• Assist with the implementation of processes and service level agreements for incident management and service request management.
• Participate in creating a support knowledge base by communicating IT support manuals, technical notes and articles.
• Review and analyze technical issues/incidents and produce reports to highlight main causes and suggest or lead technology process improvements to prevent recurrence.
• Act as a technical expert in evaluating, testing, and implementing new technology such as systems and platforms.
• Utilize multiple communication channels (in-person visits, telephone, e-mail, web, chat) to support or remotely guide end users.
• Ensure proper recording and closure of claims; generate timely reports of support activities as required.
• Install, configure, monitor and maintain computer hardware, operating systems, applications and networks; replace parts and upgrade as needed.
• Support the rollout of new applications; set up new users' accounts, profiles and passwords.
• Build good working relationships with stakeholders, business users, suppliers, vendors and other technical teams to resolve issues related to provided services and products.
• Assist in establishing and maintaining a complete and accurate record of IT assets for the organization and clients as needed.
• Perform any other duties as directed by the line manager.

Qualifications (Academic, Training, Languages)

• Bachelor's Degree in Computer Engineering/Computer Science/Information Technology.
• ITIL Certified.
• CCNP/CCIE/MCSE/RHEL Certification.
• Fluent in English.

Work Experience

• 1-2 years in IT infrastructure support, service desk, 24x7 critical operations; aviation experience is a plus.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Industries: Airlines and Aviation

#J-18808-Ljbffr

---