IT Support Analyst - MS365/Teams, MDM (iPhones and iPads) & Jira

Serve as the first point of contact for IT support requests via phone, chat, email, and self-service channels, delivering a high-quality customer experience. Provide professional call handling, including active listening, issue triage, troubleshooting, and clear communication throughout the support lifecycle. Utilize the Jira Service Management ticketing system to track, manage, and resolve support requests, ensuring timely updates and communication with end-users. Adhere to established Service Level Agreements (SLAs) and prioritize incidents and requests based on business impact and urgency. Diagnose and resolve hardware, software, and network issues efficiently to minimize downtime. Deliver professional phone and remote support by actively troubleshooting issues, communicating clearly, and providing timely follow-up to end users. Monitor ticket queues and phone queues to ensure response and resolution targets are consistently achieved. Contribute to Knowledge Base articles, standard operating procedures, and self-service documentation to improve first-call resolution rates. Build positive relationships with end-users by demonstrating patience, empathy, and a customer-focused attitude. Identify trends in recurring incidents and collaborate with IT teams to support problem management initiatives. Support Microsoft 365 technologies including Exchange Online, OneDrive for Business, Microsoft Teams, Teams Voice, and related collaboration platforms. Configure, deploy, and manage Windows and mobile endpoints using Microsoft Intune, Autopilot, and enterprise device management solutions. Take full ownership of assigned tasks and see them through to completion with minimal supervision. Ensure compliance with company IT policies, security protocols, and best practices. Demonstrate reliability and accountability in all aspects of work. Perform all other duties as assigned. This role requires rotational on-call and holiday support, with a Bachelor's degree in Information Systems or equivalent experience.