IT Support Analyst at IBM

Job Description

The IT Support Analyst will provide 2nd and 3rd level technical support and guidance to Users on a regional basis,ensuring all desktop / laptop systems, networked systems and telecommunication systems are functional and that agreed service levels are met

Responsibilities

• To manage and support desktop / laptop hardware and Business software systems within agreed SLA’s 

• To plan, evaluate and propose improvements to desktop systems and provide extended support as and when required 

• Assist local network installation projects, including cabling and patching 

• Assist network server support and maintenance procedures 

• Assist in the maintenance and administration of telephone systems 

• Develop allocated primary skills in support of the Operations team 

• Assist in local project implementation, such as technology refresh and roll outs and project work Respond to Helpdesk reported support calls via telephone/desk-side support and remote access 
assistance 

• To maintain the Helpdesk system, recording appropriate information for fault incident and fault 
resolution as well as new requests 

• Responding to Helpdesk reported change requests 

• Escalating support calls as prescribed by the escalation procedure and within the service level 
agreement 

• Carry out administrative duties; e.g. maintenance of user access rights, and distribution of 
consumables etc. 

• Provide Support To Other Regions When Required