IT Support Analyst
About this role
IT Support Analyst
The IT Support Analyst is responsible for providing first and second-level technical support to end users, administering IT service desk operations, and supporting the development and maintenance of web-based applications and system integrations. The role requires a combination of strong customer service skills, technical proficiency in server environments, and hands-on experience with REST API development and enterprise application platforms.
Serve as the primary contact for all IT-related issues and requests from end users, managing the IT Service Desk in accordance with ITIL best practices.
- Provide first-level technical support, triaging and resolving incidents and service requests within defined SLA timeframes.
- Escalate complex technical issues to second-level or expert support teams and follow up to ensure prompt resolution.
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