IT Support Analyst

Job purpose: Our mission is to transform the way IT is delivered to colleagues with a focus on simplicity, mobility, and efficiency. IT Support is core to enabling and maintaining service at the highest levels, ensuring our colleagues can remain focused on our customers. We support unified, global IT platforms, multi-channel engagement and a consistent, world class colleague experience across the globe.

In this role, you will provide colleagues with technical support across business applications and access, Microsoft 365 and identity services, endpoint devices (Windows and macOS laptops, iOS and Android mobiles) and audio-visual equipment. You will collaborate closely with other IT teams to resolve colleague requests, isolate root causes, and aid in rapidly restoring services when needed. Operating primarily at first line (Tier 1, with some Tier 2), you support the configuration, installation, and general troubleshooting of the endpoint ecosystem, contribute to continuous improvement projects, and ensure complex issues are accurately documented and escalated when necessary.

Key Responsibilities

Key Accountabilities and Decision Ownership:

• IT Service Excellence: Execute day-to-day IT support activities with the colleague experience in mind, delivering a high quality, responsive service to all colleagues.

• IT Incident & Request Management: Support the IT Support Team to efficiently log, triage, and resolve IT requests using our IT Service Management platform, taking ownership of your own requests and contributing to the shared team queue to ensure issues are prioritized and progressed in line with ITIL best practices and SLA targets.

• IT Knowledge Management: Document technical troubleshooting steps and processes to enrich our Knowledge Base, ensuring higher first contact resolution and empowering colleague self-service.

• IT Continuous Improvement: Actively identify and promote opportunities for process optimization, automation, and self-service.

• IT Project & Operational Readiness: Assist with User Acceptance Testing (UAT) and actively support IT delivery teams as projects transition into daily business-as-usual (BAU) operations.