Junior IT Analyst, Group

About the role

Hawksford is hiring a Junior IT Analyst in Moka, Mauritius, to deliver first-line support to end users for software and hardware issues. The position is full-time and shift-based, covering the GMT timezone, and involves incident handling, infrastructure support and assistance on IT projects.

Key responsibilities

• Log, track and update support tickets accurately, and generate reports; review daily progress and raise concerns about missed service levels with the Operations Centre Manager.
• Provide first-line support by phone and, if needed, desk-side, escalating to 2nd and 3rd line support when necessary and keeping users informed of call status.
• Troubleshoot and fix desktops, laptops, printers, scanners and other peripherals.
• Ensure system changes follow the Change Control Policy and support monitoring and response to system alerts.
• Occasionally work outside business hours, cover colleagues in their absence, maintain the equipment asset register and support asset auditing.
• Keep the Operations Centre Manager apprised of critical issues and build good relationships with business users.

Required profile

• Basic understanding of applications and infrastructure systems to identify, analyse and resolve technical issues.
• Polite phone demeanour and the ability to explain solutions clearly to non-technical customers.
• Ability to prioritise workload, work well in a team and show strong customer focus.

Required skills

• Good memory of how software and operating systems work.
• Excellent listening and questioning skills.
• Problem-solving skills and good attention to detail.

To apply, candidates can use the Apply button on the posting or contact Hawksford's Mauritius careers team directly.