IT Support Analyst

About the role

We are looking for an enthusiastic IT Support Analyst to ensure business‑critical applications and IT systems remain operational and accessible for all employees. You will combine strong technical knowledge with excellent customer service to resolve hardware and software issues promptly.

Key responsibilities

• Supervise, monitor and manage operational tickets for stores and head office, coordinating with the global IT team as needed.
• Support store expansion activities (refits, openings, relocations, closures) through remote assistance or onsite installations, especially for flagship locations.
• Assist in security incident handling and IT audit investigations.
• Contribute to IT knowledge bases and create user/operator instructions.
• Act as an IT ambassador, promoting best practices such as ticket creation, RITM handling, and HR authorizations.
• Identify, coordinate and report local IT service requests, applications and device needs to head office.
• Supervise local IT projects authorized by the global team and track service contracts.
• Manage asset lifecycle activities including assignment, return, enrollment, MDM/MFA configuration, staging, and disposal.
• Oversee local IT device purchases within budget and according to global guidelines.

Required profile

• Prior experience in help‑desk support and ticketing systems.
• Strong technical knowledge across a variety of operating systems.
• Excellent customer‑service orientation and ability to resolve issues quickly.
• Proactive attitude with the ability to act as a liaison between end‑users and global IT.

Required skills

• Help‑desk support
• Ticketing systems
• Operating systems (Windows, macOS, Linux)
• Mobile Device Management (MDM)
• Multi‑Factor Authentication (MFA)
• Remote assistance tools
• Onsite hardware installation
• Asset lifecycle management

What we offer

• Opportunity to work on high‑impact IT projects across multiple locations.
• Collaborative environment with a global IT team.
• Professional development in IT operations and security.