Junior IT Support Analyst
Role Overview
Provides IT infrastructure support for employees in the local office and region, resolving support requests and supporting customer satisfaction and continuous service delivery.
Works within the global Customer Support group, across IT functions and other teams; reports to the VP of End User Compute.
Key Skills for This Role
Full Job Posting
Role overview
Provides IT infrastructure support for employees in the local office and region, resolving support requests and supporting customer satisfaction and continuous service delivery.
Works within the global Customer Support group, across IT functions and other teams; reports to the VP of End User Compute.
Responsibilities
- Diagnose and resolve hardware and software incidents and requests; coordinate or implement scheduled changes for operating systems, telecoms, and enterprise applications.
- Analyze incidents, implement temporary or permanent fixes, restore service promptly, and escalate when necessary.
- Document incidents and requests in the service desk system and maintain user support documentation.
- Provide professional customer service by phone, email, in person, and through self-service channels.
- Maintain IT asset records and complete local-office IT health checks daily, weekly, and monthly.
- Support physical access and premises security when required.
- Notify management of issues, propose solutions, and report on progress, initiatives, upgrades, replacements, and business impacts.
- Assist with business continuity planning and testing, ensuring IT hardware and facilities are disaster-recovery ready.
- Act as an on-site IT resource and provide remote support to other locations.
About you
- At least three years of experience in a similar role.
- Demonstrated understanding of ITIL and Change Management.
- Excellent written and verbal communication and interpersonal skills.
- Demonstrated analytical and problem management skills.
- Experience ensuring compliance with industry and local government standards.
Work setting
- The role provides local-office support and includes on-site duties, with remote support for other locations.
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