ICT Support Analyst

Talenza has been engaged to find an experienced ICT Support Analyst to provide Level 1 and 2 support to internal users across both in-office and remote environments. With a strong technical focus, you will support hardware, software, and peripherals while playing a key role in improving service delivery and user satisfaction.
This role is ideal for a natural problem solver who thrives in a dynamic environment, is passionate about customer service, and can translate technical issues into user-friendly solutions.

About You:

• A keen troubleshooter who understands and resolves common IT support issues.
  
• Able to prioritise incidents and requests effectively and escalate where necessary.
  
• Clear communicator who can explain technical language to non-technical stakeholders.
  
• Team player who builds strong relationships and provides outstanding support across all levels of the business.
  
• Organised, adaptable, and proactive in your approach to IT service delivery.
  

Key Responsibilities:

• Deliver high-quality desktop and application support to end users.
  
• Manage incidents and service requests using an ITSM tool, ensuring timely resolution and SLA adherence.
  
• Escalate unresolved issues to internal or third-line support teams.
  
• Troubleshoot and resolve hardware, software, and telephony issues.
  
• Support Microsoft Teams Rooms and Crestron AV systems, including set-up and maintenance.
  
• Keep system documentation and standard operating procedures current, including knowledge articles for recurring issues.
  
• Follow ITIL practices for incident, problem, and change management.
  
• Provide support during major incidents, outages, maintenance, and releases.
  
• Manage onboarding and offboarding of employees, including device provisioning.
  
• Deploy and maintain endpoint devices including laptops, desktops, and mobiles.
  
• Provide in-person AV support for meetings and events.
  
• Maintain asset records throughout the hardware lifecycle.
  
• Contribute positively and collaboratively within the Workplace Technology team.
  

Skills and Experience:

• Proven experience in IT and customer support with a continuous improvement mindset.
  
• Excellent communication skills, with the ability to simplify technical content.
  
• Strong knowledge of Windows OS, Microsoft Office Suite, Azure, and Remote Desktop Services.
  
• Solid troubleshooting skills across networking, hardware, and telecommunications.
  
• Experience supporting Microsoft Teams Rooms and AV equipment.
  
• Familiarity with Active Directory, Microsoft Exchange, and Intune.
  
• Exposure to CRM and telephony systems is highly desirable.
  
• Experience operating under SLAs and documenting IT processes.
  
• Ability to prioritise workload and remain calm under pressure.
  

Qualifications:

• Tertiary qualification in IT or related discipline, or equivalent hands-on experience.
  
• Minimum 2 years in a Service Desk or IT Support role.
  
• Strong troubleshooting ability with endpoint devices and Microsoft cloud services.
  
• ITIL certification or other relevant certifications highly regarded.
  

How to Apply:
Click Apply with a WORD version of your resume. Thank you!