IT Support Analyst

• Assume responsibility for problems and service requests and make sure they are completed successfully within the SLA (Service Level Agreement).
• To aid in this process, hold onto and expand your knowledge and abilities.
• Improve our customer service, internal procedures, and operations by proactively identifying recurring problems or service risks and helping to prevent them.
• Obtain quotes, oversee the purchase and billing of IT licences and equipment to ensure the company gets the best deal possible.
• Oversee the lifecycle of IT assets from acquisition to disposal.
• Exchange knowledge to benefit fellow team members and clients.
• Write educational content for the self-service portal.
• Assisting with IT systems and infrastructure
• Constant communication with staff members at all organisational levels, including those based on ships, in distant offices, and worldwide office workers.

• Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support
• Excellent communication skills in both written and spoken English
• Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint
• Strong customer focus - identifies needs and finds solutions to meet them
• Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls
• Experience with IT asset management and automation tools such as Desktop Central
• Audio-Video/Video Conferencing support
• Industry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Security, or ITIL
• Project Management running small-scale projects from inception to completion using good project management practices

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