About this role

Resolve incidents and requests independently, following established procedures and documenting all actions in our ticketing system
Ensure a positive end-to-end customer experience by acting as the single point of contact for internal users
Assist in problem resolution, provide guidance on the use of hardware and software, and collaborate with the IT team on special projects
Recommend hardware and software improvements aligned with business and security needs
Support employee onboarding, updates, offboarding, and user provisioning activities, including access revalidations
Create and maintain documentation for help desk processes, procedures, and best practices

Familiarity with authentication and security best practices
Extensive knowledge of Google Workspace and Microsoft Windows environments
Hands-on experience imaging, deploying, and troubleshooting laptops and mobile devices
Experience working with ticketing systems such as Jira Service Management, Jira Software, and Confluence
Previous experience in an IT Level 1 support or similar role
Strong knowledge of mobile computing hardware
Understanding of ITIL methodologies
Upper-Intermediate or advanced English proficiency

IT Support Analyst

Key skills