About Us:
At CI&T, we are a global leader in digital transformation, dedicated to providing cutting-edge IT solutions that empower businesses. We are currently seeking a proactive and skilled IT Support Analyst to join our dynamic Global IT department in London. This role is central to ensuring our end-users receive timely and effective support for their technical needs.
Job Purpose:
As an IT Support Analyst, you will play a crucial role in supporting our end-users by resolving technical issues promptly and accurately. Your exceptional customer service skills, strong technical background, and ability to communicate complex information in a user-friendly manner will be essential to your success.
Key Responsibilities:
On-Site Technical Support: Provide first-line support for hardware, software, and network issues. Respond promptly to support tickets, emails, and phone calls while working in the office daily.
Communication: Effectively communicate complex technical information, prioritizing and escalating issues to ensure timely resolution. Deliver exceptional customer service and perform user administrative responsibilities efficiently.
Troubleshooting: Diagnose and resolve technical issues related to workstations, printers, mobile devices, and other IT equipment. Analyze and evaluate technical problems, including installation, maintenance, repair, upgrade, configuration, and troubleshooting of desktops, software, hardware, internet, email, databases, operating systems, and security systems. Utilize AI techniques to enhance workflow and operational efficiency.
Documentation: Maintain accurate records of support requests and resolutions. Create and update user guides and documentation as necessary, including technical manuals and operational reports.
Maintenance: Assist in maintaining and updating IT systems through on-site software installations, updates, and patches. Support Active Directory, Google Workspace, Endpoint Central, and Zendesk in operational procedures.
User Training: Provide in-person training and guidance to end-users on IT tools and best practices, ensuring technical information is communicated effectively.
Collaboration: Work with business operational teams and vendors to understand IT-related needs and challenges and complete tasks efficiently.
Inventory Management: Assist in managing IT inventory, including tracking and ordering supplies as needed, while proposing innovative solutions based on technology advancements.
Additional Responsibilities:
Perform root cause analysis and develop checklists for recurring problems.
Recommend procedures to prevent issues and enhance information security.
Support employee onboarding processes, offering both remote and face-to-face assistance.
Ensure compliance with IT security policies and contribute to best practices in IT governance.
Knowledge and Experience:
2 - 3 years of experience in an end-user support role.
Exceptional customer service and strong communication skills in English (both written and verbal).
Experience working with IT vendors (minimum 2 years).
Proficiency in Windows 10 and 11, Linux Ubuntu, and Mac OS.
Strong knowledge of platforms such as Google Workspace, Jira Service Management, Office 365, Adobe, Slack, and Zoom.
Familiarity with patch management, remote monitoring and management (RMM) software, unified endpoint management (UEM) tools, and mobile device management (MDM).
Ability to work independently and adapt to rapidly changing environments.
Excellent communication and presentation skills.
Strong integrity and work ethic.
Customer-centric mindset with a collaborative approach.
Adaptability and proactive problem-solving skills.
Critical analysis and a global mindset.
