IT Support Analyst

Provide first-line support to internal and external users.

Manage and resolve incidents, service requests and user enquiries.

Administer user access in line with established access management controls and processes.

Monitor support channels and respond to requests in a timely and professional manner.

Record, update and maintain accurate information across service management and knowledge management platforms.

Troubleshoot issues and escalate appropriately when required.

Work collaboratively with technical and operational teams to support timely resolution of issues.

Contribute to knowledge management, process improvement and support documentation.

Identify opportunities to improve service efficiency, user experience and operational processes.

Communicate clearly and professionally with a diverse range of stakeholders.

Support a positive, inclusive and collaborative workplace culture.

Experience in a service desk, application support, technical support or digital operations environment.

Strong customer service and communication skills.

Experience managing incidents, service requests and user access.

Familiarity with service management and collaboration tools such as Jira, ServiceNow, Confluence or similar platforms.

Strong attention to detail and accurate record-keeping skills.

A structured approach to troubleshooting, prioritising and resolving issues.

The ability to work independently while collaborating effectively with technical and business teams.

The ability to quickly learn new systems, applications and processes.