allnex

Analyst

• Provides first-line IT support, both on-site and remotely, for global systems, infrastructure, and hardware.
• Troubleshoots and escalates issues as needed, prioritizing incidents to meet SLAs.
• Offers technical expertise and collaboration with IT teams.
• Establishes and maintains security, integrity, and business continuity controls.
• Assists with local IT projects and coordinates global IT initiatives.
• Ensures local operations align with Allnex IT policies and accurately documents activities in ServiceNow.
• Tracks team KPIs and drives continuous improvement.
• Maintains an up-to-date CMDB and contributes to problem investigations.
• Collaborates with SOC on information security and data privacy.
• Coordinates major incident resolution and monitors request status in ServiceNow.
• Updates knowledge base articles and assists in creating operational reports.
• Trains and mentors new colleagues and acts as backup for IT Team Lead tasks.

IT Service Desk Analyst