OmnicomMediaGroup Nepal

IT Support Analyst

OmnicomMediaGroup Nepal

IT Support Analyst

IT Support Analyst

OmnicomMediaGroup Nepal

Experience: More than 1 year
Key Skills: High-Pressure Situations Software Licensing Resolving Issues Data Privacy Conflict Resolution

IT Support Analyst

Views: 352 | This job is expired 6 days, 7 hours ago

Basic Job Information

Job Category : IT & Telecommunication
Job Level : Mid Level
No. of Vacancy/s : [ 1 ]
Employment Type : Full Time
Job Location : kathmandu
Apply Before(Deadline) : May. 17, 2024 14:40 (6 days, 7 hours ago)

Job Specification

Experience Required : More than 1 year
Professional Skill Required : High-Pressure Situations Software Licensing Resolving Issues Data Privacy Conflict Resolution

About the job

About Omnicom Media Group Nepal

Our mission is to provide exceptional technology services to OMG agencies.

Established in 2013, OmnicomMediaGroup Nepal is a software company in Nepal and a subsidiary of OmnicomMediaGroup Australia - ranked top in media agencies in Australia. We are a team of around 205+ professionals who are involved in design, development, testing and maintenance of software projects developed in latest technologies. Besides that, our people are also involved in Programmatic projects which involves conversion of business.

Our core competency is Software development in the latest stack of technologies, Business Intelligence, Programmatic and Delivering Finance Function tasks. We strive to go “above and beyond” through our culture of continuous development and improvement and has embedded those into our company values:

  • We are all in this together
  • Lead from the back/everyone is a boss
  • Continuous Improvement & Development
  • Open and Honest Communication is vital
  • Everyone has access to all information

We offer:

  • Great work culture and environment
  • Employee growth and development
  • Exposure to the latest technologies, teams and tools
  • World-class best practices

We, at Omnicom Media Group Nepal, a subsidiary of OmnicomMediaGroup Australia are looking to hire for the position of IT Support Analyst.

About this role/ Role Overview

This role will provide first and second level desktop support which includes responding to open trouble tickets logged to the help desk, assisting in active projects, training users and more. This role provides daily end user support and administration of user computing resources through demonstrated use of analytical and problem-solving skills. On a day-to-day basis you will report to the Helpdesk Manager and IT Director to provide support to the day-to-day requirements of OMG Australia and its users. You will be working with the OMG Australia community and its employees to deliver IT related services and support for those services.

Key Responsibilities in a nutshell

Role and Responsibilities

  • Receives telephone calls, emails and IM’s from internal users having problems using computer software and hardware or inquiring how to use specific software programs, email or applications
  • Responds to requests for user support via email, or ticketing system, confident and courteous manner. Ascertains from the end user the nature of the problem, determines whether the problem is caused by software or hardware such as a switch, printer, cable, telephone etc. and assists users through problem solving steps
  • Provides technical support to customers answering technical inquiries, diagnosing reported problems or configuration issues, recommending solutions, escalating when appropriate and following issues through to resolution
  • Provides technical support troubleshooting, configuring, installing and deploying workstations, laptops, printers, computer peripherals and mobile devices
  • Help drive and help manage support projects from initiation to timely completion
  • Maintain superior relationships with customers including communication of support and projects
  • Maintain documentation of the IT environment both local and in branch offices
  • Enforce internal systems, policy and procedures to ensure the highest levels of efficiency and quality of service is provided
  • Contribute to the achievement of delivery and productivity targets
  • Maintain anti-virus software and security patch updates for PCs and servers
  • Monitor and report on system and network performance issues
  • Maintain Asset management procedures by ensuring assets are entered and updated in the Asset Management platform
  • Set up user accounts in active directory, 365 and Media application software
  • Manage the removal of exiting employees from the IT environment as outlined by corporate IT policy
  • Helping to manage Software Licensing and application distribution
  • Provide remote support for all media applications and SOE approved software packages
  • Training users on applications and services as appropriate

Client Service:

  • Work directly with internal and external clients to ensure that system problems are resolved in the most expeditious manner possible
  • Ability to work under high pressure situations calmly
  • Ability to analyze problems and work with users to resolve issues or escalate to a higher level of support
  • Ability to evaluate the satisfaction of users and clients on an ongoing basis

Relationship Management:

  • Ability to maintain good rapport with clients being supported
  • Ability to recognize the need to escalate issues in a timely manner that cannot be resolved at the contact level
  • Ability to provide support to other team members in problem resolution


  • Ability to represent and promote the interests of OMG both internally and externally
  • Ability to model OMG principles
  • Ability to function within a group and possess conflict resolution skills

Business Management:

  • Ability to effectively function in a cohesive team environment to meet objectives set forth by management
  • Display the highest level of professionalism to the organization with the understanding that the field service representative represents the technology staff on a personal level to the other units of the business.
  • Ability to communicate technical information effectively, both orally and in writing to users, staff, and upper management

Problem solving:

  • Ability to quickly analyze problems, interpret operational needs, and resolve or escalate problems in a timely manner
  • Ability to provide real time support for system issues
  • Ability to make sound decisions in a manner consistent with the essential job functions

Resource Management:

  • Ability to prioritize and work on multiple tasks simultaneously
  • Work effectively with minimal supervision to meet agreed service levels, guidelines, and procedures.
  • Ability to assist other in resolving issues


  • Ability to communicate with management regarding the status of system and support issues
  • Responsible to report any violations of Security Policy and Systems Standards to management

Required Experience & Qualifications / Critical elements of success

  • Proficient in spoken and written English
  • 1-2 years of experience while she/he holds a bachelor’s degree in IT related field
  • Windows 7, Windows 10 environments, Mac OS, Microsoft Office Applications, Office 365, SharePoint, One Drive, Mobile devices and technology such as iPhones, Android, Tablets, corporate helpdesk tickets systems such as Cherwell, Audio Visual systems, Windows Server 2008, server 2012 environments, with an understanding of Active Directory, Antivirus software, Networking such as switching, IP addressing, DHCP, DNS and Citrix environments supporting end user clients and sessions

Why you'll love us

Through our people philosophy, we believe that happy people with a great work/life balance are able to bring the #WOW factor to work and they're more fun to share an office with. Join us and surround yourself with like-minded, high-achieving individuals and unbeatable career development opportunities.

To know more about us, please visit the link at

Our working hours are generally from 7 AM till 4 PM, Monday till Friday.

Omnicom Media Group Nepal is an equal opportunity employer. We encourage candidates of diverse background, women and differently abled, to apply”

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