DTS exists to help the business function better, both through offering excellent support and through our mandate to seek out opportunities to give the company a competitive edge through well implemented digital solutions.As a support Analyst, you handle day to day IT user requests. This role will bridge any gaps between the support and the infrastructure teams.You will seek solutions to problems before escalating the issue to the specialised team if necessary.Your day-to-day responsibilities will include:Handling and resolving incoming IT support requests through our Service Desk platform (phone, email, or ticketing system).Accurately logging, tracking, and documenting issue resolution and workflows.Prioritising tickets based on urgency and business impact.Assisting with provisioning and de-provisioning of user accounts and system access.Assisting employees or clients with IT-related issues, including hardware, software, and connectivity problems.Diagnosing, analysing, and resolving hardware and software problems efficiently.Installing, configuring, and maintaining computers, printers, and other peripherals.Ensuring operating systems and applications are updated and patched regularly.Assisting with network configuration, maintenance, and resolving connectivity issuesEscalating unresolved issues to higher-level support or specialised teams when needed.Monitoring system performance to ensure optimal operation.Collecting feedback from users to improve IT services.Creating and maintaining detailed documentation, including issue resolution steps and user guides.
