ICT Service Desk Analyst at Madison Group Limited

Key Responsibilities

Reporting to the Group ICT Manager, the ICT Service Desk Analyst will be responsible for the following tasks;

• Provide first-line technical support and troubleshooting assistance to internal staff regarding hardware, software, network, and other ICT-related issues.
• Diagnose and resolve technical problems and escalating complex issues to the appropriate teams when necessary.
• Categorize and record reported queries and provide solutions
• Advise users on appropriate course of action.
• Provide essential online security advice and support.

Key Competencies Required

• Familiarity with IT service management tools
• Self-driven individual with ability to work with minimum supervision;
• Good communication skills, both verbal and written;
• Team player with excellent interpersonal skills;
• Ability to maintain the highest standards of ethics, confidentiality and professionalism;

Requisite Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, Computer Technology, Business Information Technology or a related field.
• Problem-solving and troubleshooting abilities
• Technical and system expertise (networking, active directory, DNS)
• ITIL foundation certification will be an added advantage.
• At least one year of experience is required Excellent Computer skills with hands on experience in Excel and Audit Software (e.g. ACL, CaseWare IDEA,SQL, TeamMate).