Description:
The IT Support Analyst will deliver high‑quality 1st and 2nd line technical support, ensuring issues are resolved promptly and users remain informed throughout the process.
Specific Responsibilities
- Build, configure, and rebuild PCs and laptops.
- Set up and enroll mobile phones and other mobile devices.
- Manage and resolve tickets submitted through the IT Helpdesk system.
- Conduct audits to ensure compliance with the company’s Acceptable Usage Policy.
- Maintain accurate records of IT assets and support general asset lifecycle management.
- Purchase IT equipment locally in accordance with company procedures.
- Assist in the maintenance and development of the organization’s Helpdesk system.
- Administer, repair, and replace mobile communication devices as needed.
- Support internal and external audits related to IT operations.
- Manage user and departmental requests for IT purchases.
- Monitor and maintain stock levels for IT equipment, ordering replacements when required.
- Update and maintain the IT asset register in collaboration with the wider IT team.
Infrastructure & Hardware
- Manage network patching for users, servers, and network equipment, ensuring proper cable management and a tidy server environment.
- Add or remove network equipment and servers from racks or cabinets as directed by senior infrastructure staff.
- Perform general server cabinet maintenance, including cleaning and filter changes.
General Duties
- Ensure all work complies with Health, Safety, Environmental, and Quality management policies.
- Maintain a clean and organized work environment.
- Travel to other company sites within the USA and internationally when required.
Requirements
- Strong knowledge of Microsoft Office.
- Experience working in an IT support environment with a focus on customer service.
- Familiarity with Active Directory.
- Understanding of PC hardware setup and configuration.
- Minimum of two years’ experience working on a helpdesk.
- Degree in IT (preferred).
- Additional IT certifications (e.g., MCP) are desirable.