IT Support & Analytics Analyst

About the role

The IT Support & Analytics Analyst provides frontline technical assistance to internal users while also turning service data into actionable insights. This on‑site role supports global stakeholders and helps improve IT service quality through analysis and continuous improvement.

Key responsibilities

• Deliver technical support in person, by phone and virtually, handling hardware, software and mobile device issues.
• Log, track and resolve incidents and service requests in ServiceNow, escalating when needed.
• Perform system maintenance, updates and device re‑imaging.
• Analyze ServiceNow, Nexthink, MoveWorks or similar data to identify trends, recurring problems and at‑risk assets.
• Create and maintain dashboards and reports to monitor KPIs and service performance.
• Provide data‑driven recommendations and support root‑cause analysis for continuous improvement.
• Collaborate with cross‑functional teams to implement solutions and optimise processes.

Required profile

• 3–5 years of experience in IT support, service desk or related roles.
• Proven experience with incident management and ITSM tools such as ServiceNow.
• Advanced spoken and written English.
• Ability to work on‑site, manage multiple priorities and communicate effectively with stakeholders.

Required skills

• ServiceNow (ITSM)
• Hardware and software troubleshooting
• Incident management processes
• Power BI or Tableau for reporting
• Nexthink or MoveWorks monitoring tools
• Basic SQL
• Basic Python for data analysis