Senior IT Support Analyst - Toptier MNC

Summary

Acting as a face for our Digital/IT team, this role is a key point of contact for end users for IT incidents and service requests. The role manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.

Key Roles and Responsibilities

Handling Incidents, Service Request and Identifying Trends

Take ownership of incidents and service requests ensuring successful completion

Maintain and develop knowledge and skills to facilitate this process

Proactively Identify repeat issues or service risks and aid in prevention improving our customer service, internal processes and operations

Managing Vendors & Finances

Obtain quotations, manage the purchasing and invoicing for IT equipment and licenses obtaining the best value for the organisation

Manage IT assets through their lifecycle from purchase to disposal

Teamwork & Sharing Knowledge

Share knowledge aiding team colleagues and our customers

Create knowledge articles for the self-service portal

Supporting IT Infrastructure and systems

Job Experience, Functional Knowledge and Qualifications

ESSENTIAL

Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support

Excellent communication skills in both written and spoken English

Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint

Strong customer focus - identifies needs and finds solutions to meet them

Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls

Experience with IT asset management and automation tools such as Desktop Central

Audio-Video/Video Conferencing support

DESIRABLE

Industry certification in: Microsoft MCSE, Microsoft 365, Security, or ITIL

Project Management – running small-scale projects from inception to completion using good project management practices