Enterprise IT Support Analyst

Description:

The Enterprise IT Support Analyst L2 is a key member of Versant Media’s Enterprise IT Operations group, serving as the first point of contact for employees and partners requiring IT support. This role provides assistance both in-person (onsite), and through the help line, resolving a high percentage of issues at first contact. Success in this position requires strong technical expertise, proactive problem-solving skills, and a commitment to delivering exceptional customer service.

The Analyst will handle a wide range of support requests across the Versant IT landscape, escalating complex issues when necessary while maintaining ownership and communication. This is a hands-on, customer-facing role where professionalism, responsiveness, and technical agility are essential to exceeding service expectations.

Essential Responsibilities
 

• Provide support to customers via Phone, Chat, In Person, (Onsite and TechBar)
• Ability to diagnose complex problems and work to resolution
• Deliver exceptional customer service
• Understand Team targets and deliver to them
• Collaborate where required on service improvement plans and operational projects
• Identify process improvement opportunities and feedback to the management team
• Take ownership of escalations as necessary from team or Management
• Act as an SME for projects, applications, and processes as required
   

Qualifications

WHO WE’RE LOOKING FOR
 

• Someone who genuinely puts their customer first
• A team player who acts in the interest of all
• A passionate and motivated individual
• Someone with a flexible schedule that can cover later shifts, weekends or holidays when neede
   

Skills And Experience
 

• 2-3 years of relevant IT experience
• Experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile device management, etc.
• Awareness of ITIL fundamentals
• Relevant experience in performing and managing clearly defined SLA targets and KPI’s
• Passionate about technology
• Ability to work onsite four to five days per week
• Candidates will also require an environment suitable for working from home part-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection)