IT Support Analyst

Responsibilities:

Assist the IT team in responding to routine user support requests and basic technical issues. 

Support the installation, configuration, and maintenance of laptops, desktops, monitors, printers, mobile devices, and other IT equipment.

Assist users with password resets, account access, email, software installation, connectivity, printing, file storage, and collaboration tools.

Record support requests accurately in the ticketing system and maintain clear notes on actions taken and outstanding requirements.

Escalate complex, sensitive, or unresolved issues to the IT Support Associate, System Administrator, or appropriate technical owner.

Assist with preparing and issuing equipment for new employees, interns, contractors, and project teams.

Assist with onboarding and offboarding activities, including equipment preparation, collection, account requests, and access checklists.

Help maintain IT workspaces, equipment stores, cables, peripherals, meeting-room technology, and basic inventory controls

Assist with routine device updates, software installations, backups, endpoint checks, and maintenance activities under supervision.

Follow IT policies, information-security procedures, acceptable-use requirements, and data-protection practices.

Report suspected phishing, malware, unauthorised access, lost devices, unusual system activity, and other security concerns promptly.

Participate in team meetings, training sessions, shadowing opportunities, troubleshooting exercises, and knowledge-sharing activities.

Learn and apply basic IT service-management, troubleshooting, networking, endpoint, cloud, and cybersecurity principles.

Assist the ICT & Operations team in providing technology support for client projects, marketing campaigns, research activities, events, and other client engagements. 

Assist in setting up, configuring, testing, and maintaining technology platforms, devices, software, and digital tools required for client projects.

Support the deployment and monitoring of websites, landing pages, forms, survey platforms, dashboards, campaign tracking tools, and other digital platforms used in client engagements.

Assist client-facing teams in resolving basic technology issues that may affect the delivery or performance of client projects and campaigns.

Support the setup and operation of technology for client presentations, events, activations, fieldwork, research data collection, and other project activities.

Work with the ICT & Operations team and relevant client-facing teams to understand project requirements and identify practical technology solutions that can improve delivery, efficiency, audience engagement, or performance.

Maintain accurate documentation of technology configurations, project setups, troubleshooting processes, and solutions developed for internal and client projects.

Contribute to the team's knowledge base by documenting lessons learned, useful tools, troubleshooting solutions, and new technologies. Contribute ideas that improve the quality, speed, consistency, and user experience of IT support. Continuously identify opportunities to improve IT processes, systems, and service delivery through automation, AI, new technologies, and better ways of working, with a focus on increasing efficiency, reliability, user experience, and business impact.

Requirements:

Bachelor’s degree in Information Systems, Computer Science, or any closely related field. 

Minimum of 3 years of experience in marketing automation, CRM, lifecycle marketing, email marketing, marketing operations, or digital campaign delivery. 

Basic understanding of computers, operating systems, software installation, networking, cloud applications, and common productivity tools. 

Basic knowledge of Microsoft 365, Google Workspace, help-desk tools, device management, or cybersecurity principles is an advantage. 

Strong analytical, writing, presentation and communication skills.    Ability to work independently, manage competing priorities, and exercise sound