IT Support Analyst

Job description

THE ROLE: The IT Support Analyst is the first point of contact for IT incidents and service requests, providing first‑ and second‑line support to colleagues and supporting the smooth operation of IT, Audio Visual (AV), and network infrastructure. The role safeguards business continuity and user productivity by troubleshooting issues, maintaining core systems, and delivering a high standard of customer service across a global business. You will work closely with Operations & Infrastructure, Design & Engineering, and Data & AI teams to support enterprise platforms including Microsoft Azure, M365, Snowflake, NetSuite, Anaplan, and associated integrations. KEY RESPONSIBILITIES: Service & Support: - Monitor and triage ITSM (Freshdesk) tickets; own incidents and service requests through to resolution. - Provide first‑ and second‑line support to staff; occasional out‑of‑hours/holiday cover as needed. - Deliver remote support to other geographies; act as the local hands‑on resource for the Italy office. User Lifecycle & Workplace: - Onboard and offboard employees; configure workstations, install applications, and set up mobile devices and peripherals. - Maintain asset records (hardware/sof...