IT Operations Analyst

🌟 Why Join Us

IT Operations and Service Desk Analyst plays a critical role in delivering technical support and maintaining the stability of our IT infrastructure. This position is the first point of contact for end-users and is responsible for monitoring data center systems, managing service tickets, and ensuring operational continuity through collaboration with other IT teams.

Key Responsibilities

• Provide first-level technical support, troubleshooting and resolving hardware, software and network issues for end-users.
• Log, monitor and manage incidents and service requests using the company’s IT ticketing system.
• Work collaboratively with Level 2 support teams to resolve complex issues, escalating tickets according to established procedures.
• Proactively monitor IT infrastructure, including networks, UPS systems, environmental controls and critical data center facilities.
• Support and maintain daily IT operations, including system backups and data recovery processes.
• Ensure compliance with IT operational standards, policies and procedures.
• Participate in scheduled on-call duties or shift rotations, including weekends and public holidays, as required.
• Maintain clear, timely, and professional communication with end-users and stakeholders regarding incident status and resolution.
• Continuously update technical knowledge and skills to stay current with emerging technologies and IT best practices.

Requirement

• Diploma or Bachelor’s Degree in Computer Science, Information Technology or a related field.
• Minimum of 1–2 years of experience in IT support or operations is preferred; fresh graduates are strongly encouraged to apply.
• Foundational technical and analytical skills with a good understanding of IT infrastructure, hardware and software.
• Good interpersonal and communication skills with a customer-oriented mindset.
• Familiarity with IT service management tools (e.g., ServiceNow, Jira) will be an added advantage.
• Willingness to work in shifts, on weekends and during public holidays when required.
• Able to start immediately will be an added advantage.