IT Support Analyst

Role Overview

• Act as the first point of contact for all IT queries, delivering a friendly and effective service.
• Troubleshoot issues with hardware, software, and connectivity for both office and remote users.
• Support onboarding and offboarding processes, ensuring new joiners are set up for success.
• Maintain and track IT equipment and assets.
• Manage user accounts, licenses, and permissions in Office 365 and Entra ID.
• Support and maintain endpoint management through Microsoft Intune (Windows and macOS).
• Define and improve security baselines for company devices.
• Support user access, licensing, and permissions across operational platforms, including CRM and telephony systems.
• Provision and manage access for Customer Care, Customer Service and Fraud teams, ensuring records remain accurate.
• Use Power Automate to streamline internal processes and reduce manual work.
• Support documentation of IT processes and contribute to knowledge-sharing materials.
• Collaborate with other technology teams to improve service experience.

Requirements

• Some experience supporting users in a business environment.
• Familiarity with Microsoft 365 administration (Outlook, Teams, SharePoint).
• Basic knowledge of Intune or willingness to learn quickly.
• Understanding of basic networking and device troubleshooting.
• Experience automating tasks with Power Automate or similar tools.
• Knowledge of security best practices for end-user devices.
• Exposure to identity management (e.g., Entra ID or Azure AD).

Tech Stack

• Azure
• MacOS