Support Analyst, IT Operations

Key Deliverables:

• Manage and resolve incidents/service requests within SLA, maintaining service quality
• Track and optimize IT asset lifecycle and procurement activities
• Maintain updated knowledge base and self-help articles for internal users
• Support audio-video, conferencing tools, and endpoint systems across the organization

Role Responsibilities:

• Monitor recurring issues, identify service gaps, and escalate trends for proactive action
• Coordinate with vendors for quotes, invoicing, and timely delivery of IT equipment/licenses
• Administer Microsoft 365 suite tools and ensure seamless end-user experience
• Collaborate with IT teams to improve operations, infrastructure reliability, and user satisfaction