IT Analyst

Log and monitor support requests.

Troubleshoot and resolve issues within a reasonable timeframe.

Provide direct 1st/2nd line assistance to Group users, sometimes out of hours due to time zone differences and business requirement.

Manage end-user expectations in terms of support levels.

Carry out end-user coaching where needed.

Be aware of and aim to follow best practices wherever possible.

Assist in the development, upkeep and application of support procedures.

Ensure that end-users understand and follow Group IT & Systems policy.

Perform daily/monthly security backups and regularly test integrity.

Perform regular pro-active systems status monitoring and logging.

Provisioning (Users, PCs, Communication systems).

Long term maintenance of relationships, both external and internal.

Adherence to all Group s policies, processes, procedures, systems, Employee Handbook and relevant legislation quality assurance, resolving queries / discrepancies.