Customer Support Analyst (ICT)

About the role

The Customer Support Analyst I provides first‑line technical assistance to end users, handling Level 1 and Level 2 requests through the IT ticketing system. The role supports a wide range of hardware, software and networking components, ensuring smooth daily operations for staff across the organization.

Key responsibilities

• Serve as the primary point of contact for end‑user technical issues and log all incidents in the ticketing system.
• Diagnose, troubleshoot and resolve hardware, software and peripheral problems, escalating when necessary.
• Configure, deploy, maintain and update laptops, desktops, mobile devices, printers, scanners and meeting‑room equipment.
• Perform standard software installations, updates, upgrades and endpoint configuration in line with ICT and security standards.
• Manage user access requests and ensure compliance with established procedures.
• Maintain accurate IT asset and inventory records, coordinating warranty and vendor repairs.
• Document solutions, create end‑user guidelines and contribute to continuous improvement of support processes.

Required profile

• Understanding of basic networking concepts and infrastructure components.
• Ability to gather information, diagnose issues systematically and follow service level agreements.
• Strong communication skills to interact with users and convey technical information clearly.
• Attention to detail for accurate documentation and asset management.

Required skills

• Help desk support (Level 1 & Level 2)
• Ticketing system usage
• Hardware troubleshooting
• Software installation and configuration
• Endpoint configuration and management
• Basic networking knowledge