Service Desk Analyst

Job Description: Responsibilities
Set up workstations with computers and necessary peripheral devices (printers scanners etc.
Install configure and manage software and their functions according to specifications.
Check computer hardware (HDD mouses keyboards etc. to ensure functionality.
Installation of PC hardware.
Develop and maintain local networks.
Ensure security and privacy of networks and computer systems.
Lead the analysis of issues/problems and development of technical solutions as it relates to Windows Mac OS Linux iOS and Android.
Onpremise and Azure Active Directory Management.
Endpoint Manager Intune Company Portal (Autopilot & MDM).
Device enrolment Policies (Android Apple Windows Autopilot).
Exchange Admin Centre Office 365 (Mailbox/Security Group/ DL).
Create design manage Microsoft Endpoint Manager (Intune) standalone/Hybrid supporting large user base.
Responsible for configuring operating and maintaining Mac devices in accordance with enterpriselevel best practices
Software Centre and Configuration Management.
Perform information system security vulnerability scanning to discover and analyze vulnerabilities and characterize risks to networks operating systems applications databases and other information system components.
Design implement and manage endpoint security solutions including antivirus software firewalls and intrusion detection/prevention systems.
Monitor network and endpoint security systems to detect and respond to security incidents.
Conduct regular security assessments and vulnerability scans to identify potential security weaknesses.
Ensure that endpoint security systems are configured and maintained in accordance with security best practices and industry standards.
Hardware issue diagnoses Configuring managing and troubleshooting VPN.
Ensure proper application networking and gear usage.
Avoiding service interruptions by performing system installations updates and maintenance procedures.
Provide orientation and guidance to users on how to operate new software and computer equipment.
Perform troubleshooting to diagnose and resolve problems in a timely manner (repair or replace parts debugging etc..
Maintain records/logs of repairs and fixes.
Resolving incoming client and personnel IT queries remotely via email ticket phone or IM.
Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
Organize and schedule upgrades and maintenance without deterring others from completing their work.
Maintain hardware and software inventory.
Identify computer or network equipment shortages and place orders when necessary.
Added Advantage:
Use Jamf Pro as the primary management system to ensure a consistent and secure environment.
Administer Jamf Pro Cloud suite to deploy applications and settings globally to company managed devices. Process Skill Sets:
Proven experience as an IT Technician or relevant position.
At least 4 years experience in an IT performance analysis and enduser support role.
Excellent diagnostic problem solving skills and attention to details.
Excellent communication and interpersonal skills.
Outstanding organizational and timemanagement skills.
Hands on experience with diverse computer systems and networks.
Indepth knowledge of internet security and data privacy principles.
Indepth and current knowledge of computer programs and hardware (Windows MAC & Linux).
Testing and analyzing IT system and software performance. Handle incoming client and employee IT queries online..
Adhere to the defined process and SOPs with compliance.
Maintain a high level of Quality Customer Service.
Making recommendations to optimize IT performance and to prevent future problems.
Preparing training manuals and FAQ materials for easyaccess enduser guidance.
Promptly notify Critical Incident Management of high priority and critical priority issues after collecting required information for escalation to the respective teams