IT Analyst, EMEA

📋 Description

• • Serve as the primary IT support contact for EMEA employees, managing and resolving IT support tickets with timely, high-quality service and clear communication throughout each request's lifecycle.
• • Set up, configure, ship, maintain, and recover laptops and end-user equipment for new hires and existing employees across the EMEA region.
• • Execute onboarding and offboarding processes including account creation, device preparation, access provisioning, and deprovisioning for all regional employees.
• • Administer identity and access management workflows using Okta, including password resets, application access requests, user provisioning, and access troubleshooting.
• • Provide hands-on technical support for office and network infrastructure, including internet connectivity, Wi-Fi troubleshooting, network hardware support, and coordination with external vendors as needed.
• • Maintain and support meeting room and collaboration technology, including Zoom Rooms and associated AV equipment to ensure seamless video conferencing experiences.
• • Troubleshoot and resolve hardware and software issues on both Mac and Windows devices, providing clear, practical guidance to employees with varying levels of technical proficiency.
• • Document and maintain standardized IT processes and playbooks to ensure scalable, repeatable support operations across the EMEA region.
• • Collaborate with Security, People, and other cross-functional teams to align IT procedures with security policies, compliance requirements, and employee experience goals.
• • Track recurring technical issues, analyze root causes, and recommend system, process, or tool improvements to enhance efficiency and reduce incident volume.
• • Ensure all IT assets are accurately tracked and managed throughout their lifecycle, including procurement, deployment, maintenance, and retirement.
• • Support hybrid and remote work models by ensuring employees have reliable access to collaboration tools, endpoints, and network resources regardless of location.
• • Maintain a security-first approach in all IT operations, adhering to best practices for access control, endpoint security, and data protection.
• • Act as a customer-service-oriented IT advocate, fostering positive employee experiences through responsiveness, clarity, and proactive issue resolution.
• • Contribute to continuous improvement of IT systems and workflows by gathering feedback from users and implementing iterative enhancements.
• • Coordinate with global IT teams to align regional practices with company-wide standards while adapting to local EMEA requirements and compliance considerations.
• • Maintain accurate records of all support interactions, asset assignments, and process changes within company IT systems.
• • Participate in periodic reviews of IT policies and procedures to ensure alignment with organizational growth and evolving security needs.