IT Hardware Support Analyst

The IT End User Services department provides frontline technical support to all employees by managing end user devices, software, accounts, and collaboration tools; resolving daily IT issues; ensuring secure and compliant access; delivering onboarding setup and guidance; maintaining meeting room and AV systems; deploying updates and patches; educating users through knowledge resources; and continuously improving the overall digital experience to keep employees productive, connected, and supported across the organization., * Diagnosing and resolving technical issues across desktops, laptops, and peripherals.

• Manage and prioritize incidents using ITSM tools; maintain accurate documentation.
• Provide remote and onsite support for AV systems and VC rooms (Logitech).
• Support site events and employee sessions leveraging on-site AV equipment.

• Quarterly scheduled sessions which are scheduled beyond standard business hours, including weekends.

• Collaborate through Office 365 tools for effective communication and documentation.
• Work closely with global IT teams for escalation requests and cross-regional issue resolution.
• Maintain compliance with security standards and operational processes.
• Ensure consistent customer satisfaction.
• Rotational duty support among the team.

Do you have experience in Software troubleshooting?, Do you have a Bachelor's degree?, * Bachelor's degree in IT, Computer Science, or related field with at least 1 year of relevant experience, OR

• Diploma in IT or related discipline with at least 3 years of relevant experience.
• Customer-focused mindset with adaptability in a fast-paced environment.
• Ability to work under pressure and manage multiple priorities.
• Strong attention to detail and commitment to continuous improvement., Technical Expertise

• Proficient in troubleshooting hardware, software, and network issues.
• Familiarity with enterprise tools (ServiceNow, SCCM, MECM).

• Customer Service Orientation

• Strong communication and interpersonal skills.
• Ability to manage user expectations and provide timely solutions.

• Collaboration Skills

• Effective use of Office 365 tools (Teams, SharePoint, OneDrive) for communication and documentation.
• Ability to work with global teams for escalation and resolution.

• Compliance & Security Awareness

• Adherence to IT security policies and compliance dashboards.
• Maintain data integrity and system protection.

• AV & VC Support Competency

• Support and maintain Video Conferencing (VC) rooms, including Logitech-based systems.
• Provide technical assistance for site events and employee sessions using on-site AV equipment.