Annapurna are partnered with a global renewables energy organization to support on a search for one of their numerous critical infrastructure plants.
The IT Support Analyst is essential in ensuring the smooth operation of the organization’s IT environment. This role involves providing technical assistance and support to users, their applications, and devices. You will require a blend of technical expertise, effective communication skills, and a commitment to delivering high-quality support.
Key Responsibilities:
Incident Management
* Deliver technical support to users for IT issues through channels such as phone, ticketing systems, or in person.
* Assist users in setting up and configuring computers, mobile devices, and software applications.
* Troubleshoot hardware, software, network, and connectivity issues efficiently.
* Investigate and address recurring technical issues, implementing preventive solutions.
Hardware & Software Maintenance
* Log, track and prioritize support requests using a service management system.
* Ensure timely issue resolution in line with established service level agreements (SLAs).
* Escalate complex or unresolved issues to higher-level support teams as needed.
Security & Compliance
* Support user access management, including the setup and removal of user accounts, following IAM and security procedures.
* Work in compliance with the ITIL framework, ISMS, and ISO 27001 standards.
Inventory Management
* Maintain an accurate inventory of IT assets, including hardware and software licenses, in the asset management system.
* Recommend hardware and software purchases based on user needs, in collaboration with IT management.
* Perform routine maintenance tasks, including software updates, patches, and hardware upgrades, to ensure system reliability and security.
* Install, configure, and troubleshoot various hardware components, including desktops, laptops, mobile devices, printers, and peripherals.
Documentation & Knowledge Sharing
* Maintain up-to-date documentation of common issues, solutions, and procedures to create a knowledge base for users and team members.
* Conduct training sessions or workshops to educate users on IT best practices and tools.
Qualifications and Experience:
Essential
* Previous experience in an IT support or similar role.
* Proficiency in English and German (minimum B2 level).
* Strong communication and interpersonal skills.
* Ability to work both independently and as part of a team.
* Familiarity with service management applications and remote support tools.
* Proficient in administering Windows client systems and knowledgeable in Office 365 applications, including Microsoft Teams.
Desirable
* Degree in computer science, information technology, or a related field (or equivalent work experience).
* Willingness to stay updated on industry trends and emerging technologies.