Client Support Analyst
Client Support Analyst
Posted on :
14-02-2025
Employer Active
1 Vacancy
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Job Description
Our Client is a trading company based in Nigeria that specializes in the exportation of high quality raw cocoa beans and cashew nuts. Due to expansion they are in need of a CLIENT SUPPORT ANALYST to join their team.
LOCATION: Lagos
JOB RESPONSIBILITIES
- Provide firstline technical support for ITrelated issues via phone email chat and inperson interactions.
- Diagnose and troubleshoot hardware software network connectivity and application problems.
- Effectively troubleshoot problems with desktops laptops mobile devices printers VoIP systems software applications and network connectivity.
- Utilize remote support tools to connect with users and resolve technical issues remotely.
- Provide onsite technical support as needed including travel to other Sunbeth locations to resolve issues.
- Create and update work logs a knowledge base of common issues and solutions and other support documentation to improve team efficiency and empower users to selfserve.
- Contribute to the ongoing development and maintenance of a comprehensive knowledge base ensuring accuracy and relevance of information.
- Log track and manage support tickets using the IT ticketing system. Ensure timely resolution of tickets and follow up with users to confirm satisfaction. Aggregate support tickets to identify trends and recurring issues.
- Escalate complex or unresolved technical issues to the appropriate IT team members in a timely and effective manner.
- Adhere to IT processes and procedures in all support activities. Follow up on IT processes and procedures in discharging their duties.
- Assist with user account management password resets and access provisioning within Microsoft 365 (including Entra ID or Azure AD).
- Provide support for business applications including the ERP system SharePoint (site libraries and lists) Outlook & Calendars Teams and OneDrive.
- Be aware of security incidents and report any suspicious activity according to established procedures. Track security incidents and ensure they are properly documented.
- Maintain knowledge of commonly used hardware software and troubleshooting techniques. This includes setups configurations maintenance and updates.
- Assist with IT asset management including tracking hardware and software inventory.
- Train and guide users on IT best practices security policies and new technologies.
JOB REQUIREMENTS
- Bachelor s degree HND or post graduate diploma or certificate in computer IT or engineering fields
- 23 years of experience in a client support help desk or technical support role.
- Experience supporting Microsoft 365 applications
- Strong knowledge of Windows operating systems (MacOS is an added advantage)
- Experience with Microsoft 365 Active Directory (Entra ID/Azure AD) and Exchange administration.
- Familiarity with networking concepts (TCP/IP DNS DHCP VPN WiFi troubleshooting).
- Experience supporting enterprise applications collaboration tools and SaaS solutions and Good knowledge of cybersecurity principles and endpoint protection.
- Handson experience with ticketing systems.
- Ability to troubleshoot printers VoIP systems and mobile devices.
Employment Type
Full Time
Company Industry
Key Skills
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