Responsibilities: As IT support analyst, you will be responsible for Support & Maintenance of IT systems portfolio in affiliate, building constructive relationship with IT product owners and business functions, diagnose, troubleshoot, and resolve registered issues with agreed SLAs within your own capacity (L1/L2) or via coordination with vendors (L3/4). Detailed responsibilities listed below:
Support & Maintenance: Register, Diagnose, Troubleshoot, and resolve L1/L2 system related issues, providing timely and effective solutions while coordinating closely with vendors and business stakeholders.
Support Monitoring & Vendor management: Monitor the list of all open tickets and work with vendors on issues’ resolution within defined SLAs.
Documentation: Maintain up-to-date system documentation, including user guides, best practices, and technical notes.
Feedback Loop: Collaborate closely with the IT product owners to provide feedback on potential improvements or adjustments based on user feedback and system analytics.
Security & Compliance: Ensure that user permissions, roles, and profiles are maintained appropriately, keeping in line with our company's data security and compliance guidelines.
Continuous improvement: Regular revisions of existing support process and suggest recommendations on how to improve it further.
Desired Skills and Experience:
University degree in Computer Science, Information Systems or equivalent
Good command of written and spoken English.
Experience in IT in a large multinational company or company being service provider to multinational company
4 years+ experience in IT Support role with additional emphasis on multiple integrated systems.
Experience in supply chain, LSP, POS, and ERP related systems is a plus.
At least one year of experience for vendor management
Strong problem-solving skills and the ability to work under pressure
Exceptional communication skills, with the ability to translate complex technical issues in an understandable manner
Ability to work independently, assertive, process oriented, self-driven
Ability to think “outside the box” and a ”quick learner”
Knowledge of ITIL or other IT service management frameworks is advantageous.