IT Services Analyst

IT Services Analyst

Job Description

  • Job Title: IT Services Analyst
  • Department: Helpdesk
  • Location: Trinidad & Tobago
  • Reports to:  Helpdesk Leader
  • Contract: Indefinite
  • Grade: Technologist
  • Travel Requirements: No

Job Summary/ Overview

Ensure compliance and service management of incidents, requests and requirements of the incoming IT Vice-Presidency Service Center; providing first level support contributing to customer satisfaction appropriately with quality, timeliness, service and continuous improvement in the Vice-Presidency Services model.

Key Responsibilities & Accountabilities

(May perform other duties as requested not specifically addressed in this document)

  • Point of contact for the IT vice-presidency to attend to incidents and requirements through the Help Desk service center established in accordance with the Services guidelines.
  • Maintenance, installation, configuration, and technical support in hardware and/or software in computer equipment within the established SLA's, maintaining the standard of quality, service, professionalism, and appropriateness.
  • Apply established processes, escalation processes, application, and service manuals, according to corporate standards.
  • Contribute through its management to the achievement of the quality policy and continuous improvement of the process to comply with the standards established in the organization.
  • Install, configure, diagnose, manage technological incidents, and provide technical support to the Company´s applications.
  • Proactivity, innovation, professionalism, and responsibility in solving first-level incidents in the infrastructure and scheduled maintenance of Teleperformance's critical infrastructure.
  • Changes of configuration or programming to growth needs, relocations, or improvements that do not affect service or operation.

Perform preventive and corrective maintenance required for computer equipment and LAN / WAN communications, telephony systems, voice and data channels with the tools provided by the IT operations area. 

Main Job Requirements

Education and Specific Training

  • Technologist or Electronic Engineer, Telecommunications, Systems or related.

Work Experience

  • Minimum 6 months of experience in similar positions.
  • Experience in the IT services sector (Desirable).

Required Skills

Technical Skills

  • Networking Fundamentals (LAN/WAN Networks)
  • Hardware diagnostics, VoIP, Windows / OS X / Linux Operating Systems, Windows Server and office applications.
  • Documentation and standardization of processes.

Competencies and Specific Skills (Depending on level)

  • Customer Orientation. (4)
  • Frustration tolerance (4)
  • Initiative. (3)
  • Achievement orientation (3)
  • Interpersonal skills (4)

How to Apply

This ad is posted on behalf of an InvesTT client.

Please send your resumé or CV to

The deadline for applications is Friday 18th February 2022.