Ict Support Analyst

Description:

ICT Support Analyst Talenza has been engaged to find an experienced ICT Support Analyst to provide Level 1 and 2 support to internal users across both in-office and remote environments. With a strong technical focus, you will support hardware, software, and peripherals while playing a key role in improving service delivery and user satisfaction. This role is ideal for a natural problem solver who thrives in a dynamic environment, is passionate about customer service, and can translate technical issues into user-friendly solutions. About You:

• A keen troubleshooter who understands and resolves common IT support issues.
• Able to prioritise incidents and requests effectively and escalate where necessary.
• Clear communicator who can explain technical language to non-technical stakeholders.
• Team player who builds strong relationships and provides outstanding support across all levels of the business.
• Organised, adaptable, and proactive in your approach to IT service delivery.

Key Responsibilities:

• Deliver high-quality desktop and application support to end users.
• Manage incidents and service requests using an ITSM tool, ensuring timely resolution and SLA adherence.
• Escalate unresolved issues to internal or third-line support teams.
• Troubleshoot and resolve hardware, software, and telephony issues.
• Support Microsoft Teams Rooms and Crestron AV systems, including set-up and maintenance.
• Keep system documentation and standard operating procedures current, including knowledge articles for recurring issues.
• Follow ITIL practices for incident, problem, and change management.
• Provide support during major incidents, outages, maintenance, and releases.
• Manage onboarding and offboarding of employees, including device provisioning.
• Deploy and maintain endpoint devices including laptops, desktops, and mobiles.
• Provide in-person AV support for meetings and events.
• Maintain asset records throughout the hardware lifecycle.
• Contribute positively and collaboratively within the Workplace Technology team.

Skills and Experience:

• Proven experience in IT and customer support with a continuous improvement mindset.
• Excellent communication skills, with the ability to simplify technical content.
• Strong knowledge of Windows OS, Microsoft Office Suite, Azure, and Remote Desktop Services.
• Solid troubleshooting skills across networking, hardware, and telecommunications.
• Experience supporting Microsoft Teams Rooms and AV equipment.
• Familiarity with Active Directory, Microsoft Exchange, and Intune.
• Exposure to CRM and telephony systems is highly desirable.
• Experience operating under SLAs and documenting IT processes.
• Ability to prioritise workload and remain calm under pressure.

Qualifications:

• Tertiary qualification in IT or related discipline, or equivalent hands-on experience.
• Minimum 2 years in a Service Desk or IT Support role.
• Strong troubleshooting ability with endpoint devices and Microsoft cloud services.
• ITIL certification or other relevant certifications highly regarded.

How to Apply: Click Apply with a WORD version of your resume. Thank you!