Technical Support Analyst (CPT Onsite)

DUTIES:

• Deliver responsive and effective 1st/2nd line support for software, hardware, and core applications via ServiceNow, Microsoft Teams, walk-ups, or phone.
• Accurately log and manage incidents and service requests, maintaining detailed records in line with ITIL best practices.
• Provide clear, user-friendly communication and technical guidance to end-users of varying technical abilities.
• Maintain and update tickets with relevant progress notes and status updates.
• Own incidents from initial report to resolution, ensuring minimal handovers and timely follow-ups.
• Prioritize and manage multiple open cases, escalating as needed with full context and troubleshooting steps taken.
• Use tools such as Microsoft Copilot, Power Automate, and ServiceNow Virtual Agent to streamline tasks and improve user experience.
• Proactively diagnose and resolve issues, leveraging logs and monitoring tools to prevent repeat incidents.
• Collaborate with internal technical and product teams to resolve complex or systemic issues.
• Maintain real-time communication with users during incidents to ensure a positive and transparent support experience.
• Contribute to and update the knowledge base to enable user self-help and team learning.
• Analyse support trends to identify recurring issues, suggesting process improvements and automation opportunities.
• Perform user administration tasks: password resets, AD group updates, etc.
• Participate in on-call and after-hours support on a rotational basis.
• Promote self-service portals and digital adoption, educating users on best practices.
• Uphold company policies regarding data security, compliance, and confidentiality.
• Share knowledge, mentor team members, and promote a collaborative team culture.

REQUIREMENTS:

Qualifications –

• Degree in Information Systems, Computer Science or a related field (or equivalent experience).

Experience/Skills –

• 3+ Years of experience in IT Support, Service Desk or IT Service Management with a focus on remote support and high-volume requests.
• ITIL knowledge and experience applying ITSM best practices.
• Strong troubleshooting and problem-solving skills for software, hardware and cloud environments, supporting users remotely across different locations.
• Proficiency with Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint and Teams.
• Knowledge of IT asset and application management, including Citrix, Bloomberg, FactSet, ThinkFolio or Charles River.
• Experience with IT security tools such as Mimecast, anti-virus solution and endpoint security platforms.
• Experience with endpoint monitoring tools (e.g. SysTrack) for proactive troubleshooting and automation.
• ServiceNow expertise - administration, configuration, development, workflows, automation and integrations.
• Tech-first mindset, embracing AI and automation driven tools like PowerApps, Microsoft Copilot.

ATTRIBUTES:

• Excellent communication skills – clear, proactive and user focused support.
• Ability to work independently and collaboratively within a fast-paced, evolving IT environment.
• A client focused and collaborative approach.
• Ability to analyse, interpret and assimilate information.
• Driven by results.
• The ability to ‘approach and own’ and continuously seeks out opportunities for development.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

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