Information Technology Support Analyst

As an IT Support Analyst, you'll be the first point of contact for colleagues across a global organisation, playing a key role in delivering an exceptional user experience. This is an excellent opportunity to develop your technical expertise, work with enterprise-scale technologies, and build your career within a supportive and collaborative environment that values continuous learning and professional growth.

Key Responsibilities

• Provide high-quality incident and service request management in line with best practices
• Act as the first point of contact for end-user technical issues and enquiries
• Log, troubleshoot, diagnose and resolve incidents efficiently and accurately
• Keep users updated through clear, proactive communication throughout the support process
• Work closely with technical teams to ensure timely escalation and resolution of complex issues
• Identify opportunities to improve services and enhance the overall user experience

Technical Environment:

• You'll gain exposure to a diverse technology landscape, including:
• Windows 10 and Microsoft Office 2016/2019
• Active Directory and Microsoft Exchange Administration
• Desktop, laptop, tablet and peripheral troubleshooting
• Remote access technologies including Fortinet VPN, Palo Alto and Citrix
• TCP/IP networking and connectivity troubleshooting
• Market data platforms including Bloomberg and Reuters
• Audio Visual technologies such as video conferencing systems and meeting room equipment
• Endpoint security and anti-virus solutions

What We're Looking For

• At least 2 years of experience within an IT Support, Service Desk or Desktop Support environment
• Excellent customer service and communication skills
• Fluent English, both written and spoken. German language skills would be advantageous
• ITIL or ITSM certification, or a willingness to work towards accreditation
• A proactive, customer-focused approach and genuine enthusiasm for technology
• A team player who enjoys solving problems and delivering great user experiences