Technical Support Analyst

About the role

As a Technical Support Analyst you will be the first line of defence for end‑user technology issues across the business. You will ensure colleagues stay connected and productive by diagnosing incidents, fulfilling service requests and supporting devices, software and network connections.

Key responsibilities

• Act as the primary point of contact for IT incidents, service requests and escalations, delivering timely resolutions.
• Identify recurring problems, propose sustainable fixes and document all actions in the ITSM platform.
• Perform installation, move, add and change activities, guaranteeing proper configuration and compliance.
• Coordinate equipment, system access and technology needs for employee onboarding and off‑boarding.
• Provide on‑site and remote support, including user guidance and training where needed.
• Maintain accurate records of hardware, software and licences, supporting inventory audits and lifecycle management.
• Follow HEINEKEN IT policies, security standards and asset‑management requirements.
• Participate in local and global IT projects, system upgrades, technology rollouts and security initiatives.

Required profile

• Bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• 2–4 years of experience in IT support, service desk or end‑user computing within a corporate environment.
• Familiarity with manufacturing, FMCG or large‑scale global enterprises is a plus.
• Strong analytical, troubleshooting, communication and interpersonal abilities.
• Customer‑focused, collaborative, organized and adaptable in a fast‑moving setting.

Required skills

• Windows, macOS and mobile operating systems.
• Microsoft 365, Active Directory and Microsoft Teams.
• ITSM tools such as ServiceNow or Jira.
• Understanding of ITIL service‑management principles.