Analyst I Infrastructure Services
Core
Coordinate onsite infrastructure and end-user computing services, leading a team of support engineers to ensure daily workplace support operations and service continuity.
Role type
Senior IC IT Support Team Lead (Onsite)
Builds
Enterprise desktop support, Windows/M365 environments, and workplace peripheral services
Domain
IT Services / End User Computing
Required skills
Team leadership, Incident management, Service request coordination, Hardware troubleshooting, Windows support, Microsoft 365 administration, Asset lifecycle management, ITIL processes, Ticketing platforms (ServiceNow), Vendor coordination
Preferred skills
Bachelor's degree in IT/CS, ITIL Foundation certification, Microsoft/Desktop support certifications, Experience in large enterprise environments
Technologies
Windows, Microsoft 365, ServiceNow, LAN, Wi-Fi
Responsibilities
Lead and coordinate daily activities of the onsite IT support team, allocating and prioritising incidents and service requests. Ensure adequate support coverage during agreed business hours and coordinate shifts and backup arrangements. Act as the first point of escalation for operational and technical issues requiring onsite intervention. Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers, and other workplace peripherals. Support Windows operating systems, Microsoft 365 applications, and standard enterprise workplace tools. Coordinate the troubleshooting of hardware, software, connectivity, and user-access issues. Oversee device installation, configuration, replacement, refresh, and decommissioning activities. Monitor incidents and service requests to ensure timely resolution within agreed service-level agreements (SLAs). Support IT asset allocation, movement, collection, replacement, documentation, and inventory tracking. Coordinate vendor visits and third-party support activities when required. Provide regular operational status reports and identify opportunities for automation and service improvement.
Seniority
Senior, hands-on IC with team leadership
