IT Support Analyst

The IT Support Analyst role focuses on providing 24x7 first-line IT and application support, aiming for first-time resolution while meeting strict KPIs and SLAs.

Client Details

The client is a global professional services organisation with a distributed workforce operating across multiple regions. It works in a high-reliability, time-sensitive environment where secure systems and responsive IT support are critical to daily business operations.

Description

• Provide first-line IT and application support with a focus on first-time resolution.
• Log, track, and manage incidents and requests using a service management system.
• Diagnose issues, resolve where possible, and escalate effectively within agreed SLAs.
• Support users across multiple channels (phone, email, web) on a 24x7 basis.
• Monitor system alerts and respond to incidents to maintain service availability.
• Perform basic user administration and access-relat...