Operations Support Analyst

Role overview

The Operations Support Analyst will assist end users with a range of hardware and software issues, ensuring day-to-day technical problems are handled efficiently and professionally. The role focuses on timely incident handling, service ticket management, and maintaining service quality in line with agreed service levels.

Key responsibilities

• Deliver technical assistance to end users across different hardware and software-related issues.
• Log, handle, resolve, or escalate incidents, service requests, and change tickets within the required service timelines.
• Help maintain service level commitments and contribute to ongoing improvements in support quality.
• Be available for standby duty and on-call support when needed, including night, weekend, and holiday shifts.
• Recognize how issues may be connected to other systems or processes and work through solutions with guidance.
• Use good judgment, take initiative where appropriate, and respond effectively when action is required.

Experience and skills

• A diploma from a recognized polytechnic, preferably in an IT-related field.
• Background in technical support and hands-on use of ticketing platforms.
• Strong verbal and written communication skills, along with solid interpersonal ability and a customer-focused approach.
• Basic experience in Salesforce administration.
• Comfortable working as part of a team.
• Adaptable, proactive, resourceful, and able to stay focused in a fast-moving environment with limited supervision.
• Comfortable using the internet and proficient with Microsoft Office tools, especially Outlook, Word, PowerPoint, and Excel.

Additional information

Personal data shared during the application process will be handled in accordance with applicable data protection laws and the company’s Privacy Notice.