This role focuses on ensuring the seamless operation of cloud and infrastructure environments. The analyst will be instrumental in providing comprehensive IT support, maintaining system performance, and managing IT assets.

A strong customer service ethos, coupled with excellent communication skills, is essential for this position. The role involves diagnosing and resolving a wide range of technical issues across hardware, software, and networking.

Opportunities exist for individuals with a proactive approach to IT support and a desire to contribute to a high-performing operations team.

Respond promptly to IT support requests via multiple channels including phone, chat, and email. Download, install, and configure software as per user requirements, ensuring correct application usage. Test and update existing software, escalating complex issues to specialized teams when necessary.

Provide expert remote support for mobile devices, leveraging extensive knowledge of mobile device management technologies like Microsoft Intune. Maintain accurate IT documentation, including network configurations, asset inventories, and user details. Document all troubleshooting steps and resolutions meticulously within the ticketing system.

Assist with hardware troubleshooting and coordinate equipment replacements. Ensure the optimal performance of computer networks and related systems. Adapt to flexible shift patterns and changing work schedules as required.

Possess strong verbal and written communication skills, along with a dedicated customer service orientation. Demonstrate a solid understanding of computer hardware, software, and networking principles for effective technical troubleshooting.

Prior experience in a Support Center or Service Desk environment is required. A good grasp of Microsoft applications, Microsoft 365, and Active Directory is also necessary. Understanding of ITIL concepts is beneficial, with an ITIL Foundation certification being a plus.

Ability to work independently with minimal supervision is key. The candidate should be adaptable to flexible shifts and possess the ability to analyze issues and identify appropriate hardware or software solutions.