RDS GAM L1 - Desktop Support Analyst / Engineer at Blue Pearl PTY Limited

Blue Pearl is a market-leading CLOUD Solutions developer with extensive knowledge and insight into the latest technologies, standardised processes, advanced technical capabilities and consulting processes available, ensuring wholistic success for our clientele. We offer professional consulting to compliment your business strategy and overall management and make it our priority to add value to any business by listening, analysing and creating a conducive solution that will empower our client.

We are recruiting to fill the position below:

Job Title: RDS GAM L1 - Desktop Support Analyst / Engineer

Location: Lagos, Nigeria
Job type: Contract

Job Description

• We are looking for a skilled Desktop Support Analyst / Engineer at the L1 level to provide remote desktop support (RDS) for our users.
• This role involves troubleshooting, maintaining, and configuring end-user workstations and supporting systems to ensure optimal performance and end-user productivity.
• The ideal candidate has a strong understanding of desktop operating systems, software, and hardware, with excellent communication and problem-solving skills.

Key Responsibilities
Technical Support:

• Serve as the first point of contact for remote desktop support (RDS) issues, providing timely and efficient assistance to end-users.
• Diagnose, troubleshoot, and resolve hardware and software issues for desktop and laptop systems.
• Assist with the installation, configuration, and maintenance of desktop operating systems (primarily Windows and macOS) and commonly used applications.

Incident Management:

• Log, track, and manage incidents and service requests in the ticketing system, ensuring SLAs (Service Level Agreements) are met.
• Escalate unresolved issues to L2 or L3 support teams and follow up to ensure prompt resolution.
• Document all troubleshooting and problem resolution steps to build a knowledge base for future support.

Software and Hardware Support:

• Support and maintain end-user equipment, including desktops, laptops, printers, and mobile devices.
• Provide assistance with application installation, updates, and basic configuration for end-user productivity tools.
• Troubleshoot issues with peripherals, network connectivity, and printing for remote users.

User Training and Guidance:

• Provide basic training to end-users on IT policies, system usage, and common troubleshooting steps to empower users.
• Assist users in understanding and navigating key applications, ensuring a seamless experience and minimal disruptions.

System Monitoring and Maintenance:

• Monitor desktop and laptop systems to identify potential issues and proactively resolve them.
• Perform regular maintenance tasks such as software updates, patches, and system health checks to enhance system performance and security.

Qualifications

• Education: High School Diploma or equivalent; additional IT certifications are a plus.
• Experience: Minimum of 1-2 years of experience in desktop or helpdesk support, with experience in remote desktop support preferred.
• Certifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or other relevant certifications are beneficial.

Skills and Competencies:
Technical Skills:

• Strong understanding of Windows and/or macOS operating systems.
• Familiarity with remote desktop support tools and VPN technologies.
• Knowledge of troubleshooting network connectivity issues, including LAN, Wi-Fi, and VPN.
• Proficiency in Microsoft Office Suite and other productivity software commonly used in business environments.

Soft Skills:

• Excellent communication and customer service skills, with a focus on user satisfaction.
• Strong problem-solving abilities, with the ability to work under pressure and meet tight deadlines.
• Detail-oriented, with good documentation skills to ensure clear tracking and reporting of support issues.

Application Closing Date
Not Specified