Technical Support Analyst

5 days ago

Rawalpindi Cantonment, Pakistan beBee Careers Full time

Service Desk Administrator Job Description

We are seeking a highly skilled Service Desk Administrator to join our team. As a key member of our IT support staff, you will be responsible for providing excellent customer service and technical support to our end-users.

The ideal candidate will have strong administrative skills, excellent communication skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

  • Provide friendly and professional point of contact for customers for any queries or concerns.
  • User administration in Active Directory, Office 365, and other software.
  • Manage and report on Help Desk ticketing system (Zoho Desk).
  • Maintaining hardware and software inventory.
  • Setting up end-user laptops using Windows 11 and setting up Office 365.
  • Provide training and instruction to staff on the use of applications and tools.
  • Install software on user machines.
  • Diagnose and resolve basic user issues related to hardware and software.
  • Perform minor hardware repairs and install peripheral equipment.
  • Coordinate with vendors on hardware replacements.
  • Assist users in setup of audio-visual tools in conference rooms.
  • Provide support for remote working users.
  • Create end user documentation for day-to-day queries, setup procedures, and processes documentation.
  • Ensure meeting the SLA and KPI setup for support.
  • Ensuring detailed documentation for the tasks done.
  • Perform routine system checks (Daily, Weekly, and Monthly).

Requirements:

To be successful in this role, you will need:

  • A strong understanding of computer systems, hardware, and software.
  • Excellent problem-solving skills and ability to work independently.
  • Strong oral, written, and analytical skills required.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to establish a solid working relationship with end users and peers; a team player.
  • Exemplary attention to detail.
  • Self-motivated, enthusiastic, and professional.
  • The proven ability to work under pressure and deal with challenging situations.

What We're Looking For:

We are looking for a highly motivated and organized individual who is passionate about delivering exceptional customer service and technical support.

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