IT Helpdesk Analyst

Support the IT function for the business and the wider business operations.

Ongoing system management of strategic IT platforms, including cloud and SaaS.

Administer and maintain Google Workspace, Microsoft 365 and collaboration tools ensuring availability and performance.

Provide Level 1 & 2 technical support, resolving software, hardware, and network issues.

Operate and maintain robust incident management and ensure adherence to SLAs.

Support and maintain IT security protocols, ensuring compliance with industry standards.

Support identity and access management, endpoint security, and secure networking solutions.

Manage relationships with third-party IT vendors and service providers.

• Proven experience in an IT support, engineering or analyst role, ideally in a fast-growing business (e.g., from 100 to 500+ employees).
• Experience with scaling IT infrastructure, cloud services, and enterprise IT systems.
• Strong problem-solving and analytical skills, with the ability to anticipate challenges before they arise.
• Excellent communication skills and a user-first mindset to ensure technology enables business success.
• Hands-on experience with ITIL frameworks, service management tools (e.g., Jira, ServiceNow), and cybersecurity best practices.
• Relevant IT certifications (e.g., ITIL, CompTIA, Google, Microsoft, Cisco) are advantageous.