IT Support Analyst

Pracovní nabídka

Role: IT Support Analyst

Location: Prague - Hybrid

Contract: 12 Months

Start Date: ASAP

The Role

We are looking for a proactive and customer focused IT Support Analyst to join our IT Services team. In this role you will play a key part in delivering high quality IT support, combining excellent communication skills with strong technical and organisational capability, that meet or exceed the expectations of our clients and stakeholders.

Key Responsibilities

• Maintain high-quality IT service delivery standards through the fulfilment of service requests and resolution of service incidents.
• Use the ITSM system to handle workload, respond to calls and escalate where appropriate. Provide global support.
• Triage tickets, engaging with customers to learn as much as possible about the request or incident, to provide the most reliable and effective solution.
• Contribute to the reliability and effective operation of the Global Service Desk.
• Engage with stakeholders and handle feedback related to service delivery.
• Continually improve service delivery. Reduce response times and improve communication with customers.
• Contribute to the standardisation and centralisation of service delivery into the Global Service Desk.
• Carry out the administration of Identities and permissions, following standard procedures and seeking any necessary approvals.
• Support Asset Management and help maintain the accuracy of global records.
• Participate in the resolution of service incidents and problems, communicating with the business and liaising with the wider IT department and partners.
• Support peers to develop individually and grow as a team.
• Follow relevant standards, company policies and best practices.
• Contribute to the IT Service Catalogue. Help ensure that services are documented clearly for end users to know what is offered and the associated service levels.
• Support the on-boarding of new services.
• Contribute to the IT knowledge base.
• Contribute to, test, and support the deployment of Endpoint Technology solutions and the delivery of IT projects.
• Support the mitigation of security vulnerabilities, and the resolution of security incidents. Apply information security principles to daily working practice.

Key Competencies and Experience

Essential

• Proven experience delivering IT services and support within structured systems and processes, meeting agreed SLAs and time-frames.
• Solid core IT knowledge, including networking fundamentals, user identity and permissions, endpoint hardware, operating systems, business software, cloud technologies, telecoms, licensing, and effective troubleshooting.
• Strong understanding of Information Security principles, with awareness of compliance requirements and their importance in day‑to‑day IT operations.

Desirable

• Experience with service management frameworks and tools, such as ITIL, and the ability to work effectively within established ITSM processes.
• Knowledge of Microsoft 365 tenant administration, including Entra (Azure AD) identity management and In-tune device/application management.
• Background working within engineering, environmental, or strategic consultancy sectors, or similar technical, multidisciplinary environments.
• Higher‑level qualification in an IT discipline, or equivalent professional experience.
• Proven ability to create and maintain operational, technical, and end‑user documentation, ensuring clarity, accuracy, and alignment with organisational standards.

Behaviours & Personal Attributes

• Customer‑focused, collaborative, and supportive approach, with a strong commitment to delivering exceptional customer service.
• Excellent listening and communication skills, with the ability to engage effectively with users at all levels.
• Strong analytical, problem‑solving, and decision‑making skills, applying sound judgment to resolve technical and operational issues.
• Ability to work effectively under pressure, managing and prioritising multiple tasks and competing demands.