IT Support Analyst

About the role

We are looking for a knowledgeable and enthusiastic IT Support Analyst to join our transformation journey. You will ensure business‑critical applications and IT systems are available to employees with the right permissions, providing timely technical assistance for hardware and software issues.

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) by assisting technicians remotely or performing onsite installations for flagship locations.
• Assist in managing security incidents and IT audit investigations.
• Contribute to IT knowledge bases and create user/operator instructions.
• Act as an IT ambassador, ensuring compliance with ticket creation, RITM processes and HR authorizations for new assets.
• Identify, coordinate and report local IT service requests to head office for governance.
• Supervise local IT projects authorized by the global IT team and track service contracts.
• Manage the lifecycle of IT devices, including assignment, return, enrollment, MDM/MFA configuration, staging, and disposal.
• Oversee local IT device purchases within budget and according to global guidelines.

Required profile

• Previous experience in help‑desk support and ticketing systems.
• Familiarity with a wide variety of operating systems and IT environments.
• Strong customer‑service orientation and ability to handle multiple requests efficiently.
• Experience supporting store or retail environments is a plus.

Required skills

• Ticketing systems
• Operating systems (Windows, macOS, Linux)
• Hardware troubleshooting
• Software troubleshooting
• Mobile Device Management (MDM)
• Multi‑Factor Authentication (MFA) configuration