IT Service Desk & Operations Analyst

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• Provide first-level technical support and assistance to end-users, including troubleshooting and resolving incidents
• Log and track incidents and service requests in the ticketing system
• Respond to user inquiries and communicate technical information in a clear and understandable manner
• Troubleshoot hardware and software problems, elevate complex issues to higher-level support when necessary
• Collaborate with other IT teams to address service issues / incidents / requests and raise escalation when required
• Participate in on-call support as part of a rotating schedule
• Engage with support, end-users, and business teams via phone, WhatsApp, and Teams
• Monitor IT infrastructure, including networks and critical data center systems (room temperature, UPS status and air conditioning efficiency)
• Proactively identify and resolve system and network performance issues
• Ensure smooth day-to-day operation of IT processes and data recovery
• Stay up to date with technology trends and developments to enhance your technical expertise
• Be willing to work on shifts, weekends, and public holidays

What You'll Bring to The Job

Seniority level

Entry level

Employment type

Full-time

Job function

Analyst

Industries

Retail

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