Job Title: Help Desk Analyst/EngineerResponsibilities:Incident Management: Quickly addressing user inquiries and technical problems to minimize downtime and maintain productivity.Service Request Fulfillment: Processing requests for new services or modifications to existing services efficiently.Problem Management: Identifying and analyzing recurring issues to implement effective solutions and prevent future occurrences.Knowledge Management: Creating and maintaining a comprehensive knowledge base to facilitate quicker resolutions and improve service delivery.Technical Support: Assisting end-users remotely, to resolve hardware and software issues effectively.Issue Escalation: Recognizing complex problems and escalating them to specialized support teams when necessary.System Monitoring: Continuously monitoring IT systems and applications to ensure optimal performance and availability.Documentation: Maintaining accurate records of incidents, requests, and resolutions to enhance future service delivery.User Training: Educating users on new systems and applications to improve overall experience and efficiency.Skills and Qualifications:Technical Proficiency: A solid understanding of IT systems, networks, Cyber security and applications.Effective Communication: The ability to convey technical information clearly to users and collaborate with technical teams.Analytical Skills: Strong problem-solving abilities to diagnose issues and implement effective solutions quickly.Customer Service Focus: A commitment to providing exceptional service and support to enhance user satisfaction.Team Collaboration: Working effectively with other IT professionals to resolve issues and improve service delivery.English: upper intermediate levelTechnical Skills: Windows 10 and 11, Windows Server administration, Networking concepts, Cyber Security (SOC) and troubleshooting, O365 administration.