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IT Desktop Analyst

Purpose Statement:

The Role of the Desktop Support Analyst is to maintain and operate computer systems and/or network. The duties of an IT support analyst are wide-ranging and vary widely from one organization to another. The IT Department is charged with installing, supporting and maintaining desktop computing systems; planning for and responding to service outages and other problems that may arise.

To perform the job well, the role holder must demonstrate a blend of technical skills in desktop operating systems Technologies, system administration and use of Microsoft Office tools. Other duties may include: End user education and IT Project implementation.

Key Deliverables

  • Provide first level technology support and escalate issues to Tier 2 and 3 support when necessary
  • Monitor and evaluate data network infrastructure: Switches, routers, data network devices, Network links, GSM
  • Boosters, PBX, IP telephones and implement changes as required in improving performance.
  • Monitor and evaluate voice network infrastructure: IP PBX, IP Phones, VoIP gateways, E1 lines and implement changes as required to improve performance
  • Manage & Support Websites/Domains/Application Servers/Databases/Intranet Portals
  • Interface with 3rd party service providers
  • Provide periodic reporting of IT Support operations

Knowledge/Skills:

  • Good Knowledge of Windows 2008/2012/2016 Server Operating systems and Network Infrastructure (Active Directory, Group Policy, DHCP, DNS, File Services, etc.)
  • Hardware and software troubleshooting skills
  • Good understanding of Windows & Linux -based applications and their interaction with the underlying Operating system environment (Registry, System Services, Component application subsystem etc.)
  • Dexterity in setting up and managing Switches and Routers
  • Good report writing skills
  • Good IT process understanding
  • Ready to Travel when required
  • Very good problem-solving skills – frequently under various sorts of constraints and stress

Minimum Qualification/ Experience:

  • A Bachelor’s degree in the field of Computer Science/Engineering or any other relevant field
  • 3 – 5 years qualitative experience in technology deployment or support
  • Certifications will be an added advantage
  • Excellent communication skills and interpersonal skill, ability to work virtually, fluency in English as a contract language

Personality Traits:

  • Highly analytical, hard-working,
  • Creative & Logical,
  • Organized, Professional conduct,
  • Resourceful,
  • Good Interpersonal skills

Working Relationships

  • 2nd and 3rd Tier IT Support team
  • 3rd party service providers
  • Sahara Group staff
  • Other Stakeholders
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