REQUIRED EDUCATION & EXPERIENCE:

• Degree in IT, Computer Science, or a related discipline
• Proven experience in 1st and 2nd line IT support
• Experience supporting users via phone, email, and in person
• Familiarity with Office 365 environments
• Hands-on experience with Cisco networking technologies
• Working knowledge of Microsoft Azure and other cloud platforms
• Experience with Microsoft Power Automate
• Proficiency with Azure Active Directory
• Familiarity with Microsoft Intune (MDM)
• Experience managing user accounts (creation, updates, deactivation)
• Understanding of ITIL frameworks
• A genuine interest in technology and continuous learning

PURPOSE OF THE ROLE:

The IT Analyst is responsible for delivering first and second-line technical support to internal staff, both in-office and remote. This role requires strong problem-solving abilities and a proactive approach to identifying, diagnosing, and resolving a wide range of technical issues-from routine support requests to more complex challenges. In addition to support duties, the role includes a variety of administrative tasks related to IT systems and services.

KEY RESPONSIBILITIES:

• Provide effective first and second-line desktop and application support to all internal users
• Maintain and support the company’s IT infrastructure and systems
• Troubleshoot and resolve IT issues efficiently, escalating to the IT Manager when necessary
• Configure and deploy new laptops, desktops, and mobile devices
• Install and maintain authorised software
• Maintain accurate logs of hardware and software faults
• Resolve network and connectivity issues
• Ensure service desk SLAs are met and provide high-quality customer service
• Communicate the status of issues and resolutions clearly and promptly to users
• Document support procedures and create user guides as needed
• Deliver internal user training when required
• Monitor and report on IT issue trends and performance metrics
• Identify and suggest improvements to existing systems and processes
• Stay up to date with emerging technologies and recommend relevant tools and solutions