IT Support Analyst - Toptier MNC

Summary Acting as a face for our Digital/IT team, this role is a key point of contact for end users for IT incidents and service requests. The role manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed. Key Roles and Responsibilities Handling Incidents, Service Request and Identifying Trends Take ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement) Maintain and develop knowledge and skills to facilitate this process Proactively Identify repeat issues or service risks and aid in prevention improving our customer service, internal processes and operations Managing Vendors & Finances Obtain quotations, manage the purchasing and invoicing for IT equipment and licenses obtaining the best value for the organisation Manage IT assets through their lifecycle from purchase to disposal Teamwork & Sharing Knowledge Share knowledge aiding team colleagues and our customers Create knowledge articles for the self-service portal Supporting IT Infrastructure and systems Job Experience, Functional Knowledge and Qualifications ESSENTIAL Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support Excellent communication skills in both written and spoken English Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint  Strong customer focus - identifies needs and finds solutions to meet them Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls Experience with IT asset management and automation tools such as Desktop Central Audio-Video/Video Conferencing support DESIRABLE Industry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Security, or ITIL Project Management – running small-scale projects from inception to completion using good project management practices