Information Technology Analyst

IT Operations & Support Analyst Job Purpose The IT Operations & Support Analyst is responsible for ensuring stable and secure IT operations across business sites and office locations. The role provides 1st and 2nd line technical support, manages infrastructure services, and coordinates with global support teams and vendors. The position combines operational support, infrastructure management, continuous improvement, and project execution to ensure reliable and efficient IT services. Key Responsibilities IT Support & Service Delivery

• Provide 1st and 2nd line support for users, applications, and infrastructure.
• Manage incident, problem, and request fulfilment activities through ServiceNow.
• Ensure SLA compliance and timely resolution of service disruptions.
• Support end users across office and remote locations.

Infrastructure Operations

• Support Windows Server environments and core infrastructure services.
• Troubleshoot network infrastructure, including LAN, WAN, wireless, and VPN services.

Identity & Endpoint Management

• Manage user onboarding, transfers, and offboarding activities.
• Administer permissions, access requests, and security groups.
• Maintain compliance with corporate security standards.

Vendor & Service Management

• Coordinate incidents with external suppliers and support partners.
• Maintain accurate records in CMDB and asset repositories.

Site IT Support

• Support meeting room technologies and local office IT facilities.
• Provide hands-on support for office hardware and workplace technology.
• Coordinate local IT activities with business stakeholders and global support teams.

Required Skills & Experience

• Experience in IT support, infrastructure operations, or service management.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of Microsoft Windows and Microsoft 365 environments.
• Experience with Active Directory and Entra ID administration.
• Basic understanding of networking technologies.
• Experience working with third-party vendors and support providers.
• Strong troubleshooting and customer service skills.
• Good written and verbal communication skills in English.