Technical Support Analyst
* Act as the first point of contact for technical inquiries via Zendesk, email, or phone. Diagnose and resolve software, hardware, and network issues, escalating unresolved cases as needed.
* Prioritize and manage support tickets in Zendesk, ensuring prompt responses and resolutions while analysing trends to enhance processes.
* Support project delivery through data entry, application configuration, onsite installations, training, and documentation.
* Conduct root cause analyses, assist with software installations/configurations, and collaborate with teams to resolve infrastructure issues.
* Monitor system performance, escalate potential issues, and perform routine checks on IT infrastructure to ensure compliance.
* Maintain detailed records, create user guides, and contribute to the knowledge base to enhance self-service options.
Experience with the following
* Experience with Zendesk or similar ticketing systems.
* Basic understanding of networking (TCP/IP, DNS, VPNs).
* Familiarity with Windows and macOS environments.
* Knowledge of cloud-based applications and SaaS platforms.
* Strong communication skills and the ability to explain technical concepts to non-technical users.
* Excellent problem-solving and analytical abilities.
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