IT Service Desk Analyst, IT Department

1. GENERAL STIPULATIONS
1.1 Job title: IT Service Desk Analyst, IT Department
1.2 Subordinates to (superior’s function): Director, Country Manager, Team Leader
1.3 IT Service Desk Analyst is hired and dismissed from his/her function according with the active Work Legislation of Macedonia and at the Director’s command.
1.4 Required experience and studies:
• Bachelor/Master degree in computer applications
or equal by experience;
• Express yourself fluently in both spoken and written English;
• Excellent communications skills
• Previous experience in ICT user-support and client service is an asset;
• Willing to work in shifts;
• Strong organizational, analytical, and decision-making skills;
• Motivation, discipline, well-structured and flexibility are your key characteristics;

1.5 IT Service Desk Analyst must respect:
• Active legislation of Macedonia;
• Company’s internal regulation;
• Company’s internal procedures and instructions;
• Director’s, country Manager and Team leader’s commands and indications;
• Indications can be received in written or electronic form at:
Email address Director;
Email address Country Manager
Email address team leader

1.6 Notions:
• Written confirmation – signed on paper or/and sent or received by e-mail:
a) Director –
b) Country Manager
c) Team Leader:

1.7 The IT Service Desk Engineer with Analytical Mind-Set must protect the company’s or client’s confidential information and process it accurately.
2.OBLIGATIONS

2.1 The IT Service Desk Analyst has the obligation to:

I. Obey the internal company guidelines and regulation.

II. Main tasks are:

• The primary role of the IT Service Desk Analyst 1st line is providing first level application support towards professional users. You will be answering questions, analyzing problems and come up with a solution for both simple and complex incidents. Incidents can include:
o Granting access to the application;
o Helping users by explaining how the system, application works;
o Upload data;
o etc.

Problems are very diverse and challenging.

• Service Desk activities:
o Accurate identification of user problems via IT support tools and remote tools;
o Accurate and timely escalation of problems to specialist support teams;
o Correct identification of the cause of the problem and determination of the most suitable solution;
o Follow up with customers to ensure that the issue has been resolved;
o Create request for change when user asks new features to the application;
o Build up knowledge base and optimize procedures.

• Testing:
o Testing new system functionalities;
o Prepare and execute test scenarios.

• Documentation:
o Prepare release notes;
o Prepare, review & analyze software documentation & user manuals.

Training will be provided and traveling to Belgium may be required.