Information Technology Support Analyst

Qualifications & Skills:

Bachelor's degree in Information Technology, or any IT-related field.

At least 1 year of experience in operations, customer support, or end user services.

Familiarity with ticketing tools like Jira

Understanding of incident management, user enablement, and SLA-driven support models.

Excellent communication and organizational skills.

Analytical mindset with ability to generate reports and insights.

Ability to work across time zones and collaborate with global teams. Key Competencies:

Customer Service Orientation

Attention to Detail

Communication & Collaboration

Process Improvement

Reporting & Documentation

The Operations and Support Services Specialist

• Role is responsible for ensuring seamless user experience across platforms by providing high-quality operational, technical, and enablement support. This position combines customer support, end user training, and other user engagement activities to drive adoption, efficiency, and satisfaction across the organization.

Key Responsibilities:

1. End User Support

Provide L1 (Level 1) support coverage through ticket management, ensuring timely resolution of incidents.

Diagnose and resolve user-reported issues; escalate as necessary to higher support tiers or development teams.

Facilitate bug reporting and feature request tracking, ensuring feedback is documented and prioritized.

Oversee user account management, including provisioning, access requests, and permissions updates.

Process and coordinate training requests from internal teams or end users.

2. User Enablement

Conduct user onboarding sessions to ensure smooth adoption of tools and systems.

Maintain and distribute user adoption reports, tracking engagement metrics and identifying areas for improvement.

Support ongoing communication through newsletters and updates on new features, releases, or best practices.

Develop and maintain e-learning materials and training content.

Conduct and analyze user feedback surveys to improve processes and support delivery.

3. Operations Management

Manage incident response processes, including escalation paths and root cause documentation.

Perform project retrospective reviews to identify lessons learned and improvement opportunities.

Stakeholders / Direct Interaction

Compensation and Benefits

• Salary up to 35,000
• HMO LIFE INSURANCE
• 15 DAYS VL (pro-rated) 15 DAYS SL (pro-rated)