IT Service Desk Analyst - Contract/Fixed Term

Job Role:

Duties & Responsibilities:

• Provide first and second level support for IT incidents and requests, ensuring timely and accurate resolution.
• Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
• Perform regular backups, updates, and maintenance of IT systems and platforms.
• Escalate complex or unresolved issues to third level support or vendors as needed.
• Create and maintain IT documentation, such as procedures, manuals, reports, and tickets.
• Train and mentor junior staff on IT systems and platforms, best practices, and customer service skills.
• Ensure compliance with IT policies, standards, and security measures.
• Collaborate with other IT staff and stakeholders to improve IT service delivery and customer satisfaction.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
• At least 3-5 years of experience in IT service desk or technical support roles.
• Advanced knowledge and skills in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
• Excellent communication, problem-solving, and customer service skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks and deadlines.
• Certifications in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS, are preferre