IT Analyst

As a Site IT Analyst, you will play a pivotal role in ensuring seamless IT operations at your site. Your responsibilities include managing and resolving service requests and incidents, fostering strong relationships with stakeholders, and proactively identifying and addressing issues to prevent service disruptions. You will collaborate closely with Site IT, Global Support, Monitoring, and Service Management teams to strengthen partnerships with the business and continuously improve operational processes. Your contributions will help streamline IT services and elevate the overall user experience.

Key Responsibilities

• Log all service requests and incidents via the ticketing system, including those received through calls, emails, voicemails, chats, and walk-ins.
• Provide accurate and thorough solutions to user inquiries, escalating or transferring incidents when appropriate.
• Keep users informed about the status and progress of their service requests.
• Troubleshoot complex hardware and software issues on PCs, including installations and upgrades.
• Investigate and resolve issues in compliance with security policies and standards.
• Promote IT Security and Cybersecurity awareness among users; promptly identify and escalate potential threats.
• Collaborate with internal teams to resolve incidents and fulfill service requests.
• Identify recurring issues and initiate problem tickets for root cause analysis.
• Contribute to and maintain internal knowledge base documentation.
• Maintain the asset database and conduct regular IT stockroom audits.
• Install and support meeting room equipment in accordance with IT conferencing standards.
• Provide support for labs, special builds, and emergency IT needs as scheduled or on-demand.
• Deliver local support for networks, servers, printing, telecommunications, and security systems, including hardware replacements.
• Continuously improve communication and problem-solving skills to enhance support efficiency.
• Participate in projects aimed at improving service quality and advancing technical and career development.
• Support the global rollout of new applications and provide local site assistance.
• Educate and train site users on IT systems and processes.
• Coordinate with vendors and third parties for issue resolution and upgrades at local sites.

Do you have experience in iOS?, Do you have a Bachelor's degree?, The ideal candidate will have a bachelor's degree (or equivalent) in Information Technology, Computer Science, or a related field, along with 3-6 years of relevant experience. Key competencies include:

• Communication: Active listening and empathetic engagement with users.
• Customer Service: Delivering consistent, positive experiences and proactive issue resolution.
• Problem Solving: Analytical thinking and resourcefulness in resolving and anticipating issues.
• Time Management: Setting realistic expectations and managing priorities effectively.
• Team Collaboration: Sharing knowledge, giving and receiving feedback, and working independently when needed.
• Relationship Building: Establishing rapport with internal and external stakeholders.
• Multi-tasking: Managing multiple priorities with focus and efficiency.

Technical Skills Proficiency in the following technologies is highly desirable:

• Microsoft Windows 10 & 11
• Office 365 (Teams, OneDrive, Outlook, OneNote)
• Web browsers (Edge, Chrome, Safari)
• PDF tools (Adobe Acrobat, Foxit Reader)
• ServiceNow (ITSM)
• VMware Horizon View (VDI)
• Veeam (Backup & Restore)
• Palo Alto GlobalProtect (VPN)
• Mobile platforms (iOS/Android)
• Windows Internals
• Networking, Server, and Information Security Fundamentals
• SAP (ERP)

Certifications in the above technologies and experience in a manufacturing environment are considered strong assets.