RR-0384652 - Analyst I Infrastructure Services

Onsite Operations & Team Leadership Lead and coordinate the daily activities of the onsite IT support team. Allocate and prioritise incidents, service requests and operational activities across team members. Ensure adequate support coverage during agreed business/support hours.

Act as the first point of escalation for operational and technical issues requiring onsite intervention. Conduct regular team reviews and ensure adherence to defined processes and procedures. Coordinate shift, leave and backup coverage to maintain service continuity.

End-User & Workplace Support Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers and associated workplace peripherals. Support Windows operating systems, Microsoft 365 applications and standard enterprise workplace tools. Coordinate troubleshooting of hardware, software, connectivity and user-access-related issues.

Support device installation, configuration, replacement, refresh and decommissioning activities. Provide onsite assistance for meeting-room and collaboration technology issues where applicable. Coordinate with remote resolver groups for issues requiring specialised technical support.

Incident & Service Request Management Monitor open incidents and service requests and ensure timely resolution within agreed SLAs. Ensure tickets are appropriately assigned, updated and closed with adequate resolution details. Follow up on ageing, breached or high-prior