IT Support Analyst

As a Support Analyst, you will be responsible for providing in-person and remote 1st-line support to our users, addressing their issues in a timely manner and updating tickets accordingly. You will troubleshoot what you can and escalate more complex issues to the appropriate resolution teams within Global IT, following our internal escalation processes and procedures. You will have the opportunity to work in a fast-paced environment where no two days are the same. The ideal candidate will have experience as an IT support analyst and the ability to build key internal and external relationships.

1. Providing 1st-line support in person and remotely.
2. Taking responsibility for users' problems and identifying appropriate solutions to resolve incidents and service requests in a timely manner.
3. Notify users regularly about the progress of investigations and planned solutions.
4. After identifying the problem, initiate the necessary steps to resolve the problem or escalate to 2nd line support and resolve the problem if necessary.
5. Updating the ticketing system and ensuring the call was logged and all notes, progress and required actions were entered promptly and accurately.
6. Create standard documentation to resolve problems, troubleshoot, and update the technical knowledge base.
7. Maintaining a strong customer focus at all times.