SUPPORT ANALYST

We are seeking a skilled and customer-focused Business Analyst cum End User Support Level 2 Technician to Gather, analyze, and document business requirements and provide advanced technical support to users within the organization. This role involves Analyze current business processes and identify improvement opportunities, resolving escalated issues from Level 1 support, troubleshooting hardware and software problems, supporting IT systems, and ensuring seamless technology operations for end users. ________________________________________, * Gather, analyze, and document business requirements from stakeholders.

• Analyze current business processes and identify improvement opportunities.

• Create process flows, business requirements documents (BRDs), and functional specifications.

• Collaborate with development, testing, and project teams to ensure requirements are understood and implemented correctly. * Monitor project progress, identify risks, and recommend mitigation actions. [Business Analyst | SharePoint], [Senior Bus...ss Analyst | SharePoint]

• Respond to and resolve second-level support tickets and escalated issues from the help desk.

• Troubleshoot hardware, software, and peripheral issues for desktops, laptops, mobile devices, and other end-user devices. * Provide support for Windows, macOS, Microsoft 365, and other enterprise applications.

• Configure, install, and maintain end-user devices and software applications.

• Assist in user onboarding/offboarding, including account setup, access permissions, and workstation preparation.

• Maintain documentation for technical procedures, solutions, and user guides.

• Work with Level 3 support or vendors for complex issues that require further escalation.

• Ensure timely communication and resolution of issues in line with service level agreements (SLAs).

• Provide remote and on-site support as needed.

• Educate users on best practices, basic troubleshooting, and IT policies. ________________________________________

• Associate's or Bachelor's degree in Business, Information Technology, Computer Science, or related field (or equivalent experience). * 3-5 years of experience in IT support or help desk role, with at least 1 year at L2 level. * 3+ years of experience in business analysis or a similar role. * Business process improvement and digital transformation initiatives * Working with cross-functional teams and business stakeholders. * Strong knowledge of Windows and macOS environments. * Experience with Active Directory, Microsoft 365, and remote desktop tools. * Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Cherwell). * Excellent problem-solving and customer service skills. * Ability to prioritize and multitask in a fast-paced environment. * Business process improvement and digital transformation initiatives * Working with cross-functional teams and business stakeholders. ________________________________________ Preferred Qualifications:
• IT certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar. * Experience supporting virtual environments (e.g., Citrix, VMware). * Familiarity with mobile device management (MDM) platforms. * Business process improvement and digital transformation initiatives * Working with cross-functional teams and business stakeholders

Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements. With more than 54,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand. A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts. About Atos Group Atos Group is a global leader in digital transformation with c. 56,000 employees and annual revenue of c. €7.2 billion (at the go-forward perimeter), operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris., Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all. Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. Choose your future. Choose Atos.   You must create an Indeed account before continuing to the company website to apply