As an IT Support Analyst, you will be responsible for providing end-user support to our customers. You’ll liaise with clients and resolve issues quickly by working closely with them on the phone and in person. You must have excellent communication skills, problem solving abilities and a positive attitude towards customer service.


  • Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
  • Provide VIP support to client’s executive members
  • Respond to Incidents and Requests assigned via the ITSM Tool
  • Ensure Ticket updates are current and end users informed of progress
  • Respond to and Resolve incidents within SLA
  • Assess, review and resolve assigned calls within stipulated SLA
  • Escalate tickets where applicable
  • Troubleshoot software and hardware related incidents and requests remotely
  • Perform application troubleshooting and support as per incidents and requests
  • Work with vendors and internal resources to facilitate resolution of incidents and requests
  • Communicate effectively with relevant Stakeholders including team members and Management
  • Liaise with end users to effectively reach resolution on incidents and requests
  • Keep users informed of priority changes and timing of resolutions
  • Follow up with users to confirm that resolutions met requirements before closing the ticket
  • Provide support both at a soft engagement and technical to the company Client End Users
  • Act as onsite liaison between company and Client if the need arises


  • 3 -5 Years within an IT Desktop Support environment
  • ITIL framework and Service Desk Technologies
  • A+ and MCSE (advantageous)
  • Apple Mac Certification (advantageous)
  • Relevant IT diploma (advantageous)
  • ITIL Foundation (advantageous)
  • O365, Windows10and11 and strong troubleshooting skill


[ninja_form id=’1312′]