IT Support Analyst

Role purpose

To provide efficient first- and second-line technical support across the business, ensuring that user issues are resolved promptly and IT services remain reliable.

Key responsibilities

• Manage, priorities and resolve service desk tickets.
• Provide first- and second-line support to users remotely and onsite.
• Troubleshoot hardware, software, network and connectivity issues.
• Install, configure and maintain laptops, desktops, printers and other IT equipment.
• Set up user accounts, email, applications and access permissions.
• Assist with employee onboarding, offboarding and equipment allocation.
• Support Microsoft 365, Windows and other business applications.
• Escalate complex incidents to senior IT staff or service providers.
• Maintain accurate asset, ticket and technical documentation.
• Assist with software updates, patching and endpoint security.
• Provide support for meeting rooms, mobile devices and remote users.
• Follow IT security policies and protect confidential company information.
• Matric
• Certificate or diploma in Information Technology or Computer Support
• CompTIA A+ and Network+ certifications would be preferred
• Microsoft 365 or other relevant Microsoft certifications would be advantageous
• Previous IT support experience is essential
• At least five years of IT support or service desk experience.
• Good knowledge of Windows, Microsoft 365 and general networking.
• Experience supporting laptops, desktops, printers, and mobile devices.
• Understanding of Active Directory, user accounts and access permissions.
• Strong troubleshooting and communication skills.
• Valid drivers license and willingness to travel between company sites when required.

Qualifications and experience

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