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 the 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.
• Identify and implement opportunities for improving Service Desk capability, IT Services and business process improvement
• 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. For the life of the Incident or the Request, ensure timely and accurate updates to the Customer as to the status of an Incident or Request
• 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 Issues, Problem, and Service Desk
• Liaison with users and service suppliers i.e., Mosaic IT, PTV, HUB in relation to IT related services/problems escalations, including documentation and update of procedures and instruction
• On-site maintenance tasks arising from authorised requests from the IT Service Delivery Manager and/or Mosaic IT, implemented in accordance with ANC policy and procedures
• 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 ServiceDesk statistics as required Security
• To participate in the implementation of IT security policy, standards, guidelines, and procedures Projects
• Work with the Innovation & Technology and Business Leaders to ensure a coordinated and proactive approach to IT projects
• Participate in ANC projects where input may be required
• Financial Management
• Identify ways to streamline processes that lead to efficiencies (cost, time, etc.)
• Process
• Help maintain trouble-free computer equipment and networking environment
• Update and maintain registers and documentation for IT&S procedures
• Help maintain the integrity of the network, internet, intranet, HUB, PTV, and all other ANC systems
• Actively contribute to IT initiatives

Required Experience

• 3-5 years' experience as a Senior IT Service Desk Officer within a small-medium Information Technology Team
• Experience in Microsoft Desktop/Network/Server administration and support (Essential)

Minimum Qualifications

• Certificate 4 in IT Service Desk or equivalent
• Intermediate to advanced skills and Knowledge of Office 365/ SharePoint and Microsoft Product Portfolio
• ITIL experience and knowledge
• Background in the Logistics and Transport Industry
• Experience working within an Agile environment
• Strong analytical and documentation skills to assist in developing procedures to streamline IT and business processes
• Possess flexibility and adaptability to manage to change work requirements and varying volumes of work

A Successful Candidate must have

• Ability to work co-operatively and effectively within the team and the organisation
• Ability to manage multiple tasks simultaneously, solve problems, manage and meet deadlines and maintain a high quality of work
• Personal presentation that reflects a professional image and the values of the organisation
• Ability to prioritise administrative duties, organise and prioritise work in an environment with multiple and conflicting demands
• 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