Associate Analyst

2 weeks ago

Karachi, Sindh, Pakistan Dubizzle Labs Full time

As an Associate Analyst - IT Service Delivery, you will work closely with all employees (remote and local) to ensure smooth IT operations without disruptions. Reporting to the IT manager, you will collaborate with team members to resolve support requests within defined SLAs, providing level 1 support to users.

KEY RESPONSIBILITIES
  1. Respond to incoming IT support requests via email, service desk, or other channels.
  2. Provide desktop support (Windows/Mac/Linux) and monitor all endpoints remotely.
  3. Handle L1 support for the service desk and route tickets based on defined metrics.
  4. Respond promptly to service issues and requests through the ticket system.
  5. Offer technical support across the company, either in person or via Zoom/Google Meet.
  6. Ensure a positive user experience by providing clear, polite, and patient support.
  7. Route issues requiring advanced skills to L2 support.
  8. Set up and configure new laptops and desktops.
  9. Apply security patches and upgrades to desktops and laptops.
  10. Report faults and maintain logs for servers, desktops, and laptops.
  11. Maintain the print server and support internal printer issues.
  12. Build and update an inventory log of all IT assets.
  13. Ensure software licensing is recorded and maintained.
  14. Perform basic administrative duties as needed to meet operational objectives.
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