Onsite Managed Services – IT Support Analyst (3 days per week)
Key Responsibilities
• Provide Tier 1 & 2 support for Windows, Mac/OSX, iOS, and Android devices
• Troubleshoot hardware/software issues and escalate when needed
• Manage tickets via ServiceNow, following ITIL standards
• Collaborate with IT teams to restore services and support UAT
• Maintain documentation and contribute to service improvements
Performance Goals
• Timely resolution and escalation of support tickets
• High user satisfaction across all support channels
Required Skills
• Strong knowledge of desktop/mobile OS and Office 365 suite
• Excellent communication and customer service skills
• Experience with remote support tools and endpoint management (e.g., Intune)
• Basic networking and cybersecurity awareness (TCP/IP, DNS, GDPR)
• Familiarity with Active Directory and ITSM platforms
Preferred Attributes
• Analytical mindset and multitasking ability
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