Junior IS Analyst

Short company description

We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.

Requirements

• Exceptional knowledge of Windows OS (Windows 7 mainly) and MS Office knowledge (MS Office 2007, 2010)
• Good Knowledge of antivirus usage and malware removal
• Good Knowledge of (Dell) hardware (desktops and laptops)
• Good Knowledge of Windows domain architecture (including AD infrastructure)
• Good knowledge of mobile devices (mainly Blackberry, iPhone). Experience with supporting enterprise configured Blackberry devices and troubleshooting
• Basic Knowledge of: Windows Server OS, MS Exchange, Virtualization (Citrix, VMWare)
• Basic scripting knowledge (Windows batch, PowerShell, etc)
• Understanding of IP Networks, VPN technology (PPT, Cisco AnyConnect, VPN, etc)
• Understanding of Video Conferencing
• Willing to gain VoIP front-end knowledge
• Nice to have ITIL Foundation knowledge
• Good diagnosis and problem analysis (process oriented) skills
• Understanding of a Ticket Management System
• Advanced English speaking and writing skills
• Good communication skills with the ability to deal with users at all levels in an organization
• Manage time and effort effectively, be self-motivated and goal-oriented.
• Having a strong sense of customer service is MUST
• Flexible to work in Shifts (24/7) if required.
• Should have a minimum of 6 month IT experience in the IT support related areas

The role reports into the IS Service Desk Manager

Responsibilities

As a member of the IS team your responsibilities will include but are not limited to
1. Use, maintain and own all aspects surrounding incident management, change management or problem management through the Ticket Management System used within the organization
2. Level 1 remote support, in areas such as Desktop Services (Windows 7, MS Applications) , Messaging (Office 365, Active directory user accounts and groups, data backup, Blackberry Enterprise, MS Lync, Webex, etc), Networking (Cisco IP Phone, VPN client issues & other network related issues), Servers (File Share, Remote Access)
3. Communicate clearly in spoken and written English. Be able to speak kindly, and offer realistic expectations to all type of users in the organization.
4. Work closely with all IS support teams (including 2nd level support teams) in order to improve their investigation and resolve the issues reported by the end-users
5. Provide Out of Hours and On Call IS Service support as required by business
6. Be able to work in shifts in order to provide around the sun support to users in the organization.
7. Excellent inter-personal skills to deal with users across Geography and at all levels in an organization.
8. Ability to meet deadlines and work well under pressure.
9. Being a role model demonstrating good behavior and excellent customer focus
10. Being supportive to the Service desk manager in helping the team to meet the service expectations set by the company and deliver good results