IT Support Analyst

Roles and Responsibilities

• Manage and maintain ANC Service Desk, update and assign requests as required
• To manage first/second touch technical support in resolving service disruptions, including the logging of all Incidents and Service requests
• Provide first/second level PC, network and technical support for all ANC PC users, supporting Microsoft 365 and technologies, and other internally developed systems as deemed appropriate
• Supporting installation of hardware and software in consultation and direction of Mosaic IT
• To ensure all ANC staff are provided with functioning hardware, software, network and telephony services
• To resolve incidents arising from disruptions to hardware, software, network and telephony services
• To provide first/second level support and co-ordinate users’ and resolvers’ when service disruptions occur
• Assisting with the ServiceDesk process management and review
• Work with various business units to support and maintain new and existing customer data and system integrations
• Management of Mobile Phones (IOS and Android) requests including tracking and reporting
• Ensure issue diagnosis and resolution according to SLAs within the IT Service Catalogue, ITIL work practices and procedures
• Ensure retention of ownership, monitor, track and manage Incidents and Requests through their lifecycle
• Logs and monitors all Incidents and Requests with clear details/instructions with any customer specific requests
• Support to users covering LAN & DB connectivity issues, as well as hardware and software
• ServiceNow, Service Desk Plus (SDP), Zendesk or equivalent toolset administration, supporting Incidents, Service Requests and Project
• Liaison with users and service suppliers 
• On-site maintenance tasks 
• To maintain the register of hardware/software location, Asset Register, licenses and warranty/service agreements including disposal/sale of equipment in line with ANC asset policy
• Preparation and updating of IT procedures documents including desktop procedures
• Weekly and monthly reporting of Service Desk statistics as required

Required Experience

• 3-5 years’ experience as a Senior IT Service Desk Officer within a small-medium Information Technology Team. (Essential)
• Strong analytical and documentation skills to assist in developing procedures to streamline IT and business processes. (Desirable)
• Microsoft Windows administration and support. (Essential)
• Intermediate to advanced skills and Knowledge of Office 365 / SharePoint and Microsoft Product Portfolio (Essential)
• Active Directory – Users and Security
• Microsoft Exchange / Mail Management
• Desktop / Laptop Device Patching – Setup / Deployment / Management
• Including Windows & Third-Party Patch Releases
• Server Device Patching – Setup / Deployment / Management
• Including Windows & Third-Party Patch Releases
• End Point Management / Anti-Virus
• LAN Connectivity – Wired & Wireless
• Desktop / Laptop Remote Builds (inc. OS / User Profile / File Storage)
• Server administration and support (Highly Desirable)
• OS / Hyper-V / AD Users and Security / DHCP / DNS / File Storage / Group Policy
• Experience in supporting Azure / AWS Cloud environments (Desirable)
• Router Setup and Support (Desirable)
• ITIL experience and knowledge. (Desirable)

A Successful Candidate Must Have

• Ability to work co-operatively and effectively within the team and the organisation
• Ability to manage multiple tasks with conflicting demands simultaneously, solve problems, manage and meet deadlines and maintain a high quality of work
• Possess a personal presentation that reflects a professional image and the values of the organisation
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills

ShoreXtra Perks

• Free barista-style coffee
• Free parking and jeepney services
• Highly engaged team
• Unlimited potential for growth
• Challenging role
• Fun and family-oriented working environment