IT Support Analyst

About the Role

As a Junior IT Support Analyst, you will be part of our IT Helpdesk team, providing first-line technical support to internal users and ensuring all IT requests and incidents are handled efficiently and within agreed service levels.

Youll be responsible for managing support tickets, maintaining high standards of customer service, and escalating complex issues to senior analysts where necessary. This role is ideal for someone early in their IT career who is driven, organized, and eager to learn in a fast-paced technology environment.

Key Responsibilities

• Manage and prioritise incoming IT support tickets through the helpdesk system, ensuring SLAs are consistently met.
• Provide first-line support for hardware, software, and network-related issues across Finovas offices and remote teams.
• Maintain detailed records of incidents, resolutions, and escalations in line with IT processes and documentation standards.
• Escalate complex technical issues to senior analysts or the IT & Security team when required.
• Proactively monitor open tickets, follow up on outstanding issues, and communicate updates to users.
• Support onboarding activities, including user account setup, device configuration, and access provisioning.
• Contribute to the creation and maintenance of IT knowledge base articles and documentation.
• Assist with routine system checks, updates, and asset management.
• Maintain a professional and customer-focused approach to all interactions.
• Collaborate with the IT team to identify process improvements and enhance service delivery.

Required Skills & Experience

• Candidate must be Microsoft Az-305 certified.
• Previous experience in an IT support or service desk role (internship or entry-level experience accepted).
• Strong understanding of IT support principles and ticket lifecycle management.
• Knowledge of Office 365, Windows 10/11, and basic network troubleshooting.
• Familiarity with ITSM or ticketing systems (e.g., Jira & Freshservice)
• Excellent communication and problem-solving skills.
• Ability to prioritize multiple tasks and work effectively under pressure.
• A proactive attitude with a strong desire to learn and grow within the IT field.

Preferred Skills

• Understanding of Azure Active Directory & Intune.
• Awareness of ITIL principles or certification (desirable).
• Experience with user account management and permissions.
• Understanding of endpoint protection, security awareness, or MFA technologies.
• Desirable: Experience within azure
• Desirable: Experience with Google Workspace administration and support