IT Support Analyst
IT Support Analyst
Posted on :
18-09-2025
Employer Active
1 Vacancy
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Job Description
General Responsibilities:
Act as the primary point of contact for users seeking technical assistance through official communication channels and
on-site.
Perform remote troubleshooting using diagnostic techniques and relevant inquiries.
Identify the optimal solution based on the issues and details provided by customers.
Escalate unresolved issues to the appropriate support personnel and respective queues.
Provide support for both software and hardware-related matters on a global scale.
Consistently deliver exceptional customer service aiming to exceed client and business expectations.
Manage IT Service Desk-related matters via the ticketing platform emails and chats adhering to agreed service levels
in terms of response quality and resolution times.
Troubleshoot IT problems based on individual research and/or standard operating procedures.
Ensure accurate and comprehensive documentation of all incidents and service requests within the ticketing platform
including detailed descriptions of troubleshooting steps and resolutions.
Perform additional duties as assigned by the direct manager.
Handle customer interactions via email chat and the ticketing platform.
Additional Responsibilities:
Share new knowledge or troubleshooting techniques with the team to facilitate faster resolutions.
Suggest and/or assist with the implementation of continuous service improvement and automation initiatives.
Communicate with the business and act as a liaison to translate technical requirements appropriately for end-users.
Demonstrate a customer-centric approach effectively handling difficult end-users.
Travel to other UiPath sites as needed for temporary IT support on a project basis.
Requirements & Skills Needed:
Minimum of 2-3 years of relevant work experience as a helpdesk technician or in a similar role.
Strong technical knowledge including a thorough understanding of computer systems mobile devices and other tech
products.
Proficiency in Microsoft 365 products and administration including Outlook Exchange and Intune.
Comfort with technology demonstrated by the ability to research solutions and translate them into resolutions based
on troubleshooting and investigation.
A problem-solving attitude and a customer-oriented approach.
Patience empathy curiosity and diligence.
Ability to diagnose and resolve advanced technical issues.
Strong verbal and written communication skills to present ideas in a user-friendly manner.
Customer-oriented and composed under pressure.
Ability to effectively prioritize tasks and manage time efficiently.
Self-motivated proactive and capable of working both independently and collaboratively with colleagues end-users
and vendors.
Act as the primary point of contact for users seeking technical assistance through official communication channels and
on-site.
Perform remote troubleshooting using diagnostic techniques and relevant inquiries.
Identify the optimal solution based on the issues and details provided by customers.
Escalate unresolved issues to the appropriate support personnel and respective queues.
Provide support for both software and hardware-related matters on a global scale.
Consistently deliver exceptional customer service aiming to exceed client and business expectations.
Manage IT Service Desk-related matters via the ticketing platform emails and chats adhering to agreed service levels
in terms of response quality and resolution times.
Troubleshoot IT problems based on individual research and/or standard operating procedures.
Ensure accurate and comprehensive documentation of all incidents and service requests within the ticketing platform
including detailed descriptions of troubleshooting steps and resolutions.
Perform additional duties as assigned by the direct manager.
Handle customer interactions via email chat and the ticketing platform.
Additional Responsibilities:
Share new knowledge or troubleshooting techniques with the team to facilitate faster resolutions.
Suggest and/or assist with the implementation of continuous service improvement and automation initiatives.
Communicate with the business and act as a liaison to translate technical requirements appropriately for end-users.
Demonstrate a customer-centric approach effectively handling difficult end-users.
Travel to other UiPath sites as needed for temporary IT support on a project basis.
Requirements & Skills Needed:
Minimum of 2-3 years of relevant work experience as a helpdesk technician or in a similar role.
Strong technical knowledge including a thorough understanding of computer systems mobile devices and other tech
products.
Proficiency in Microsoft 365 products and administration including Outlook Exchange and Intune.
Comfort with technology demonstrated by the ability to research solutions and translate them into resolutions based
on troubleshooting and investigation.
A problem-solving attitude and a customer-oriented approach.
Patience empathy curiosity and diligence.
Ability to diagnose and resolve advanced technical issues.
Strong verbal and written communication skills to present ideas in a user-friendly manner.
Customer-oriented and composed under pressure.
Ability to effectively prioritize tasks and manage time efficiently.
Self-motivated proactive and capable of working both independently and collaboratively with colleagues end-users
and vendors.
Employment Type
Full-time
Key Skills
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