Service Desk Analyst

Job Description: Responsibilities
● Set up workstations with computers and necessary peripheral devices (printers, scanners etc.)
● Install, configure and manage software and their functions according to specifications.
● Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality.
● Installation of PC hardware.
● Develop and maintain local networks.
● Ensure security and privacy of networks and computer systems.
● Lead the analysis of issues/problems and development of technical solutions as it relates to Windows, Mac OS, Linux, iOS, and Android.
● On-premise and Azure Active Directory Management.
● Endpoint Manager- Intune Company Portal (Auto-pilot & MDM).
● Device enrolment Policies (Android, Apple, Windows Autopilot).
● Exchange Admin Centre– Office 365 (Mailbox/Security Group/ DL).
● Create, design, manage Microsoft Endpoint Manager (Intune) standalone/Hybrid supporting large user base.
● Responsible for configuring, operating, and maintaining Mac devices in accordance with enterprise-level best practices
● Software Centre and Configuration Management.
● Perform information system security vulnerability scanning to discover and analyze vulnerabilities and characterize risks to networks, operating systems, applications, databases, and other information system components.
● Design, implement, and manage endpoint security solutions, including antivirus software, firewalls, and intrusion detection/prevention systems.
● Monitor network and endpoint security systems to detect and respond to security incidents.
● Conduct regular security assessments and vulnerability scans to identify potential security weaknesses.
● Ensure that endpoint security systems are configured and maintained in accordance with security best practices and industry standards.
● Hardware issue diagnoses, Configuring, managing, and troubleshooting VPN.
● Ensure proper application, networking, and gear usage.
● Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
● Provide orientation and guidance to users on how to operate new software and computer equipment.
● Perform troubleshooting to diagnose and resolve problems in a timely manner (repair or replace parts, debugging etc.).
● Maintain records/logs of repairs and fixes.
● Resolving incoming client and personnel IT queries remotely via email, ticket, phone or IM.
● Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
● Organize and schedule upgrades and maintenance without deterring others from completing their work.
● Maintain hardware and software inventory.
● Identify computer or network equipment shortages and place orders when necessary.Added Advantage:
● Use Jamf Pro as the primary management system to ensure a consistent and secure environment.
● Administer Jamf Pro Cloud suite to deploy applications and settings globally to company managed devices. Process Skill Sets:
● Proven experience as an IT Technician or relevant position.
● At least 4 years' experience in an IT performance analysis and end-user support role.
● Excellent diagnostic, problem solving skills and attention to details.
● Excellent communication and interpersonal skills.
● Outstanding organizational and time-management skills.
● Hands on experience with diverse computer systems and networks.
● Indepth knowledge of internet security and data privacy principles.
● In-depth and current knowledge of computer programs and hardware (Windows, MAC & Linux).
● Testing and analyzing IT system and software performance. Handle incoming client and employee IT queries online..
● Adhere to the defined process and SOPs with compliance.
● Maintain a high level of Quality Customer Service.
● Making recommendations to optimize IT performance and to prevent future problems.
● Preparing training manuals and FAQ materials for easy-access end-user guidance.
● Promptly notify Critical Incident Management of high priority and critical priority issues after collecting required information for escalation to the respective teams