IT Analyst (Level 3)

About the role

The IT Analyst provides IT support services to end users through several channels and keeps business operations running by troubleshooting, resolving and preventing issues affecting IT infrastructure, systems and applications. The role covers installing, configuring and monitoring IT systems in line with company policies, security standards and aviation and regulatory requirements.

Key responsibilities

• Provide first- and second-level technical support, owning incidents and service requests from logging to closure
• Monitor systems, servers and network components and resolve hardware, software, application and basic network issues within agreed SLAs
• Apply fixes and patches, escalate unresolved issues, and support incident and service request management aligned with ITIL
• Help plan, test and implement new systems and applications, and contribute to the IT knowledge base with user guides and documentation
• Install, configure, upgrade and maintain hardware, operating systems, applications and network devices
• Support new application rollouts, user account setup, access provisioning and basic end-user training
• Maintain IT asset records and document security, data integrity and business continuity controls
• Provide on-call support for critical systems to support 24x7 airline operations

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field; ITIL certification preferred
• 3-5 years of experience in IT infrastructure support, service desk or IT operations, preferably in aviation or a 24x7 environment
• Fluent English and strong communication, problem-solving and customer service skills

Required skills

• Working knowledge of IT security and business continuity principles
• Familiarity with incident, problem and service request management processes
• Proficiency in MS Office