IT Helpdesk Analyst

The IT Helpdesk Analyst is a technology versatilist able to apply a depth of skill to new and existing processes, systems and infrastructure related to global IT. They will perform implementation, maintenance, and asset management tasks as well as assist in system design. This role will provide oversight and receive escalations from Junior Staff as well as support and escalate to Senior Team members where required.

Help Desk Support: Oversee helpdesk activities, provide guidance, and peer mentoring and backup coverage to Helpdesk Analyst. Provide advanced support, troubleshooting and resolution to end users via excellent communication skills, remote sessions and or other support tools. As a technology subject matter expert, provide advice, guidance, and knowledge transfer and staff training sessions.

System Support and Design: Analyze, evaluate, co-ordinate, implement, manage, and support the day-to-day maintenance of all IT hardware and systems. Manage all end user computing device deployments and lifecycle. Support the Infrastructure Team in the implementation and management of various solutions and technologies. Ensure system reliability through maintaining and implementing infrastructure best practices. Responsible for documenting procedures, problems, and their resolutions. Create both end user and IT support guidance documents for publication to knowledge base.