About this role
1st Line Support Analyst
Amenable to work in the office five days a week including holidays. Amenable to work in a shifting schedule and in office. Manage calls from internal staff via telephone, email, chat regarding IT issues and questions and adhere to standard KPIs Gather and record all relevant issue details to submit for second level support when needed Very good communication skill (Voice, email and chat) Communicate progress in a timely manner and manage frustrated callers with calm demeanor Provide basic assistance in MS Office applications (Word, Excel, Outlook, PowerPoint) Provide basic assistance on Citrix session, VPN connectivity and hardware related issues Experience with scheduling (Tidal, Maestro, Control M etc.) applications a plus. Experience with FTP/SFTP (MoveIt, Filezilla, etc.) transfer protocols MoveIT Admin experience is a plus Run scheduled and requested jobs on all systems to meet Service level commitment Modify / Administer the Enterprise Scheduling System as required Create knowledgebase articles when new information is learned Must be a graduate of any IT related course.
Preferably: Service Desk experience at least 1 year.
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