Help Desk Analyst

Role Description This part-time remote Help Desk Analyst role at Switch Al Maghrib (SWAM) focuses on providing technical and customer support to internal and external users. The Help Desk Analyst will respond to incoming support requests via phone, email, and ticketing systems, diagnose issues related to desktop computers, software, and network connectivity, and document all incidents and resolutions in line with support procedures. The role includes prioritizing and escalating complex issues, following up to ensure timely resolution, and maintaining clear communication with users throughout the support process. The Help Desk Analyst will also contribute to knowledge base articles, assist with basic onboarding of new users, and suggest improvements to support processes based on recurring issues and data analysis. Qualifications

• Candidates should possess strong Technical Support and Help Desk Support skills, including troubleshooting hardware, software, and connectivity issues.
• Candidates should possess solid Analytical Skills to diagnose root causes, interpret error messages, and identify patterns in reported problems.
• Candidates should possess hands-on experience with Desktop Computers, operating systems (such as Windows), and common office applications.
• Candidates should possess excellent Customer Support capabilities, including clear communication, active listening, and a service-oriented approach.
• Relevant skills such as familiarity with ticketing systems, basic networking concepts, and remote support tools are beneficial.
• Strong written and spoken communication skills in English and the ability to work independently in a remote environment are required.
• Prior experience in a help desk or technical support role and an IT-related certification or coursework (e.g., CompTIA A+, ITIL fundamentals) are advantageous.