Senior IT Support Analyst

About the role

We are looking for a Senior IT Support Analyst to provide first- and second-line technical assistance to our global staff. You will ensure that end-users can work securely and efficiently, collaborating with helpdesks in London, Nairobi and Dubai.

Key responsibilities

• Deliver responsive 1st and 2nd line support for hardware, software, and network issues across all locations.
• Manage incident tickets via phone, email, chat or in-person, aiming for timely resolution and high satisfaction.
• Diagnose and troubleshoot hardware and software problems, escalating complex cases to senior analysts.
• Onboard new staff by preparing laptops, devices and required IT services for day-one readiness.
• Maintain accurate records of end-user assets in partnership with the IT Asset Management team.
• Coordinate with Procurement to manage supplier relationships and obtain best value for IT services.
• Contribute to the knowledge base by creating and updating support documentation and user guides.
• Assist the Cyber Security team in enforcing security compliance, including MFA, antivirus protection and threat detection.
• Ensure all IT activities adhere to company policies, procedures and security standards.
• Provide first-line support for business applications as needed.

Required profile

• Proven experience in delivering IT support in a multinational environment.
• Strong customer-service orientation with the ability to communicate clearly across cultures.
• Ability to work independently and as part of a distributed support team.
• Attention to detail in asset tracking, documentation and compliance.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• IT asset management
• Multi-factor authentication
• Antivirus protection
• Threat detection