IT Support Analyst – Endpoint & Service Delivery

About the role

The IT Support Analyst will lead endpoint deployment, service‑desk operations and mobility programs across a global environment. You will act as a technical liaison for project teams, ensuring consistent hardware standards and high‑quality support for users.

Key responsibilities

• Manage the Endpoint Deployment Program, including PC refreshes, vendor coordination and technical escalations.
• Oversee Service Desk Support, handling escalations, major incidents, problem management and KPI reporting.
• Run the Mobility Program – telecom expense, mobile device management, help‑desk escalations and architecture development.
• Provide technical consultancy to project teams, lead device selection, define deployment policies and design new endpoint capabilities.
• Collaborate with Global Procurement to maintain a standardized catalog of endpoint devices.
• Develop SOPs, maintain documentation and ensure adherence to ITSM processes (incident, change, problem management).
• Research and implement automated solutions, manage third‑party vendors, and participate in on‑call rotation for global infrastructure.

Required profile

• 3‑5 years of experience in computer and mobile device deployment, management and support.
• Strong problem‑solving abilities and experience with standard project‑management methodologies.
• Excellent verbal and written communication skills, able to interact with customers and internal teams.
• Familiarity with the ITIL framework and willingness to travel occasionally (up to 15%).

Required skills

• Endpoint hardware knowledge (PCs, tablets, mobile devices).
• Operating systems: Microsoft Windows, Apple macOS & iOS, Google Android.
• Microsoft Server systems: Active Directory, SCCM, DNS, DHCP.
• Windows 10/11 design, architecture and deployment.
• Modern Management platforms: Microsoft Intune, SCCM Cloud Management Gateway, Windows Autopilot.
• Complex network troubleshooting tools.
• ITIL concepts and practices.