ICT Service Desk Analyst

About this role

Provide first-line ERP and ICT support to project staff, ensuring timely resolution of user issues

Responsibilities

• 1) Provide first-line technical support for ERP and other project ICT systems.
• 2) Manage the ICT helpdesk, logging, tracking, and resolving user support tickets.
• ) Diagnose and resolve routine user issues, escalating complex issues to appropriate technical staff.
• 4) Document incidents, resolutions, and recurring issues to inform system improvements.
• 5) Train end-users on ERP and other system functionalities.
• 6) Monitor service levels against agreed helpdesk performance standards.
• 7) Maintain an up-to-date knowledge base of common issues and resolutions.

Requirements

• Bachelor’s Degree in Information Technology, Computer Science or a related field
• • Minimum 3 years of ICT helpdesk/service desk experience
• • Strong customer service and communication skills. • Working knowledge of ERP systems and common ICT troubleshooting