Senior IT End User Support Analyst
On-siteŻejtun, Iż-Żejtun, Malta
Job Summary
Install, diagnose, repair, and maintain all supported devices and software while troubleshooting issues via phone, messaging, or email to minimize downtime. Document incidents and create Knowledgebase Articles, and answer calls on the Service Desk or respond to incidents logged through the ITSM Portal. Assist the IT Business Partner by gathering new IT requirements at all sites and communicating them to Group IT teams. Maintain hardware and software inventory, ensure team compliance with security procedures, and educate users on appropriate Information System usage. Participate in the client call process and support IT leadership in implementing systems that meet overarching security requirements.
Required Qualifications
- Strong customer service orientation
- Excellent communication skills
- Able to work under pressure
- Good Understanding of MS Operating Systems, and MS Office application
- Good technical knowledge of PC hardware, software, and their components
- Ability to operate tools, components, and peripheral accessories
- Able to read and understand technical manuals, procedural documentation, and OEM guides
- Ability to conduct research into PC issues and products as required
- Good technical knowledge in Network Equipment, Network Technologies, and Network Standards
- Ability to work with minimal supervision, while adhering to our standard processes
- An understanding of ITIL V4
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