IT Support Analyst

As Regional IT Support Analyst your primary mission is to ensure timely and accurate support for employees in their day-to-day use of IT services and systems. This role involves a hybrid working model and occasional travel to other offices.

Day-to-day of the role:

• Act as the first point of contact for all internal technical issues, providing timely, professional, and customer-focused support to employees across the region.
• Set up, configure, and prepare laptops and related equipment for new starters, ensuring they have the tools and access required from day one.
• Support the onboarding and offboarding process for staff, including account provisioning, equipment allocation and return, and coordination of access changes.
• Operate the regional IT helpdesk and assist employees in their day-to-day use of Corporate IT systems and services.
• Work independently, stay self-motivated, and maintain a positive approach while investigating issues and identifying effective solutions.
• Manage selected non-technical administrative tasks that support smooth IT operations and ensure required processes are completed accurately and on time.
• Coordinate with other departments to contact staff when needed and ensure operational activities are completed on time.
• Liaise with external vendors and service providers to keep requests, deliveries, and support activities progressing as required.

• Organised, analytical, and strong at troubleshooting.
• Customer-focused mindset.
• Ability to assess and prioritise support cases.
• Able to explain technical issues in business terms.
• Knowledge of ITIL principles and practices.
• Understanding of IT architecture.
• Adaptable and quick to learn new technologies.
• Desirable: ITIL certification, knowledge of Windows and Active Directory, endpoint devices and hardware, certificate, smart card, and key lifecycle management, networking fundamentals, and unified communications (Microsoft Teams, 3CX).