Senior Service Desk Analyst
Job Description.
Nation Media Group, the
leading Multi-Media house in East and Central Africa is looking for a qualified
Senior Service Desk Analyst to join our IT Department. If you thrive on
troubleshooting technical issues and helping colleagues use technology or take
pride in providing excellent service to customers and work well both
independently and as a member of a dynamic team, then consider joining our team
in this role.
The Senior Service Desk
Analyst (SSDA) will work with a team of analysts to provide technical support
services to our internal customers and will report to the IT Service Desk
Supervisor.
Duties &
Responsibilities
- Provide
first and second-level technical incident and problem management support
services to end users in local and regional offices.
- Support
and Administration of existing Back-Office Server Applications (i.e.
Active Directory, Exchange, Windows Servers, SharePoint, SQL etc.)
- Participate
in IT-related projects
- Meet
or exceed the set Service Level Agreements (SLAs)
- Install,
configure, maintain and support Software, Computers, Mobile devices etc.
- Escalate
problems, as appropriate, to our external service support providers in
order to ensure consistent timely resolution.
- To
enforce, maintain, support and administer the existing IT security systems,
services and policies.
Qualifications
- Degree
in Information Technology or equivalent
- 3
years experience in a service desk or back office support
- Working
knowledge of Mac OS, Microsoft Servers & Productivity Applications
- MCSE
or MCITP Certified or equivalent
- ITIL
v4 Certification
Skills
- Strong
customer service skills with the desire and ability to exceed customer
expectations
- Experience
using ITSM incident tracking tools
- Strong
problem-solving and analytical skills
- Excellent
verbal and written communication skills
- Ability
to meet deadlines
- Ability
to work under minimum supervision
- Ability
to work during odd hours
How to Apply
