IT Support Analyst

The Role

Indeed Flex is seeking an experienced IT Support Analyst to join the Internal Systems team. This role will provide essential IT support to our internal and partner end-users, managing platforms and technologies while driving continuous process and technology improvements. Within our state-of-the-art facilities, this role will work closely with key stakeholders and subject matter experts across all departments to research and resolve system issues, prioritise and resolve case backlogs, collect requirements, document user profiles, provision systems, enforce internal policies, and communicate system-related updates to employees.

What you’ll be doing

Provide IT technical support to internal employees and partner end users.

Proactively monitor support activities, applications, and escalations to maintain a strong customer service environment focused on preemptive problem resolution.

Manage end-user support queries via company communication channels, ensuring all requests are properly documented, appropriately prioritised, and that end-users and stakeholders are kept up to date.

Enforce IT standards, policies, practices, and procedures company-wide, advocating for security and privacy.

Provide technical knowledge to colleagues and end-users regarding hardware, software, telephony, and internal business systems or processes.

As a primary administrator for key software, you will be responsible for overseeing the software's overall health, managing user access and permissions, and configuring the system to align with business needs.

Facilitate external support engagement with the parent company and vendor support teams when problems cannot be resolved in-house.

Coordinate with global support personnel and colleagues to ensure support coverage across multiple time zones, global/local team KPI and SLA adherence, and quarterly projects.

Assist with projects across the corporate infrastructure and software development, including training and updates.