IT End User Services Analyst

2. KEY RESPONSIBILITIES

A. IT Infrastructure Support

• Provide daily technical support for IT infrastructure, including computers, laptops, printers, 
servers, and network equipment by IT serviceNOW
• Install, configure, maintain, and troubleshoot IT hardware and software by IT serviceNOW.
• Perform preventive maintenance, system upgrades, and hardware replacement.
• Monitor IT infrastructure performance and report recurring issues.
• Maintain IT asset inventories and infrastructure documentation.

B. Network and LAN Support

• Install and troubleshoot LAN cables, network ports, switches, routers, and wireless access 
points instruction by IT network team.
• Configure and troubleshoot IP addresses, DNS, DHCP, and network connectivity.
• Support network cabling and desktop computer connections for office areas, meeting rooms, 
and production lines.
• Coordinate with network teams and service providers to resolve connectivity issues.
• Assist with network rack installation, patch panel connections, and cable management.

C. Desktop and End-User Support

• Install and configure desktop computers, laptops, monitors, printers, and peripherals.
• Deploy operating systems, applications, and security updates.
• Troubleshoot Windows operating system, hardware, software, and user access issues.
• Support Microsoft 365 applications, email, and collaboration tools.
• Provide timely technical support and resolve incidents within agreed service-level 
agreements (SLAs).

D. IT Security and Maintenance

• Perform routine security patching and software updates.
• Ensure antivirus and endpoint protection are functioning correctly.
• Follow IT security policies and standard operating procedures.
• Assist with backup checks, data recovery, and troubleshooting security-related incidents.

3. REQUIRED COMPETENCIES, QUALIFICATIONS, AND EXPERIENCE

Qualifications and Requirements

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related 
field.
• Experience in IT support, desktop support, or infrastructure support.
• Knowledge of Windows operating systems, computer hardware, and troubleshooting.
• Basic understanding of LAN/WAN, TCP/IP, DNS, DHCP, switches, and structured cabling.
• Familiarity with Microsoft 365, Microsoft Intune, Active Directory, and endpoint 
management.
• Good communication, troubleshooting, documentation, and problem-solving skills.