Title:  Analyst, IT Digital Workplace Services

Job Description:

• Responsible for providing effective support to users on the network and other associated systems under supervision. Job holders develop simple programming solutions / Networking skill /Microsoft skill/Computer skill and carry out troubleshooting for non-routine problems in a timely manner to ensure minimum downtime.

Accountabilities

• Follows all relevant IT policies, processes, and standard operating procedures so that work is carried out in a controlled and consistent manner.
• Implements the day-to-day operations assigned for the function to ensure compliance with the established standards and procedures.
• Responds promptly to inquiries from users on various non-routine queries related to the IT systems
• Resolves fewer complex problems independently, for any complex issues; works in conjunction with senior colleagues or the vendors of the system or equipment.
• Carries out adjustments or customization related to IT system, seeking advice from vendors in case of major or complex requirements.
• Remains abreast of new developments in the IT related domain area and aims to enhance own knowledge and awareness.
• Attend to queries received from concerned parties and generates reports/status reports for superior providing details of problems handled, responses, solutions, and enhancement in their related area.
• Complies with all relevant safety, quality, health and environmental procedures to ensure a healthy and safe work environment
• Develop department Documentation (Preparing test scripts and Change controls)
• Testing of medium complexity issues such as master data maintenance and directing
• the user to the correct way
• Applying and using various techniques in documenting and recording information in written or electronic/magnetic formats.
• Active listener and owns Effective Questioning skills. Knows when to use closed and open questions when seeking additional information from the customer.
• can respond to customers’ queries and issues related to computer systems in a friendly professional manner.
• Provide a high level of follow up skills to make sure the customer is happy.
• Understands the critical components involved in problem analysis and problem-solving. (Define the problem, Brainstorm alternatives, choose the best strategy and implement solutions) to perform a better diagnostic and improve troubleshooting skills
• Utilizes Knowledge of applications/software component and parameters, routine maintenance requirements, principle of troubleshooting procedures and relevant standards and specifications to analyze common issues and problems, as well as provide adequate resolution accordingly.
• Understands the organizational IT Plan and hardware requirements, schedules regular preventative maintenance and provide contact user support and addresses breakdowns immediately.
• Possesses basic knowledge of various Information security tools and techniques.
• Understand Infosec processes and technologies controls, and their role in protecting the organization against security incidents.
• Follow the enforced InfoSec policies and controls and act as a role model for customers.
• Log, track and manage security incidents. Escalate to Infosec team when needed.
• Highlight areas of development which requires Infosec attention

Customer Focus Internal/External

• Rapidly establish rapport with customers by being friendly, patient, and polite. Uses positive language. Listen carefully to customers’ requirements.
• Is responsive and informative toward customers inquiries.
• Takes personal responsibility to ensure that customer needs are fully understood and delivered in a timely way as agreed with the customer.
• Is receptive to feedback to minimize/eliminate errors and produce high-quality service.
• Take action to exceed customer’s expectations.
• Deal effectively with dissatisfied customers.

Communication & Influence

• Can express own perspective clearly and concisely.
• Listen to others and use relevant questions to gather information and check their understanding.
• Explain and justify point of views objectively, presents supporting facts and figures, and discusses options.
• Body language is appropriate and consistent with non-verbal messages.
• Express concerns with reputation, status, appearance, etc.

Planning and Organizing

• Performs routine short-term planning of own work, prioritizes own duties, and organizes resources to complete tasks in a timely manner.
• Keeps the concerned personnel informed regarding progress on tasks.
• Uses the available resources responsibly and efficiently.

Education & Experiences:

• B.Sc. Degree in Computer
• 1-2 years of experience in Helpdesk