Service Desk Analyst

Entreprise Goudiaby is a top-100 general contractor with 840 employees and more than a billion in annual volume. Clients include health systems, universities, tech companies and government agencies. Weather shuts down outdoor work a few days a year.

Overview:

We need a Service Desk Analyst. This is a full-time position based in Thiès, Thiès Region. Our IT team closes around 600 tickets a month and needs one more person on the desk.

Day to day:

Write and update knowledge base articles for common problems. Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone. Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint. Escalate network, server and application problems to the right team with clear notes. Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice. Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers. Fix printers, docking stations, monitors and conference room AV equipment.

Minimum qualifications:

0-2 years of help desk or desktop support experience. Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting. Working knowledge of Windows 10/11 and basic macOS support. High school diploma or GED required. Associate degree in IT preferred.

Nice to have:

Basic PowerShell scripting. Experience supporting healthcare, legal or manufacturing environments. ITIL 4 Foundation. Intune, Jamf or SCCM/MECM.

Schedule: Four 10-hour shifts, Tuesday to Friday, with rotating Saturday coverage

Perks and benefits:

Medical cover. Pension contribution. Annual leave.

Candidates must be eligible to work in Senegal.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Entreprise Goudiaby SARL.