IT Support Analyst

SUMMARY:
IT Support Analyst

POSITION INFO:
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 driver's license and willingness to travel between company sites when required. Qualifications and experience