Kingston Wharves Limited (KWL) is seeking a proactive and customer-focused IT Support Analyst to join our Information Technology department. As the “Face of IT,” you will be the first point of contact for our employees, providing essential technical support and ensuring the smooth operation of our business-critical systems.

This is a fantastic opportunity for a budding IT professional to build a career in a dynamic logistics environment. You will be responsible for managing frontline incidents, which allows our senior engineering staff to focus on strategic projects. If you are a natural problem-solver with a passion for technology and service, we encourage you to apply.

Key Responsibilities

• Provide exceptional first-line troubleshooting for hardware, software, operating systems, and network connectivity issues.
• Log, prioritize, and track all support requests using the help desk ticketing system, ensuring timely resolution in line with our Service Level Agreements (SLAs).
• Manage the full user lifecycle, including hardware provisioning, account setup, and permissions for onboarding and offboarding employees.
• Assume responsibility for IT financial operations by raising Purchase Orders (POs) and tracking departmental budget expenditures.
• Maintain an accurate inventory of IT equipment and software licenses from procurement to disposal.
• Document and escalate complex technical cases to senior administrators and specialists.

Required Qualifications & Experience

• A Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• At least one (1) to two (2) years of experience in an IT technical support, help desk, or service desk role.
• Proficiency with Windows OS, macOS, Google Workspace, and the Microsoft Office Suite.
• Hands-on experience with Active Directory for user account and permissions management.
• Familiarity with IT service management and ticketing systems (e.g., Jira, ServiceNow).
• A basic understanding of procurement workflows and budget tracking.

Required Skills and Competencies

• Exceptional interpersonal and communication skills with a strong customer service orientation.
• Strong analytical and problem-solving capabilities.
• Excellent time management and organizational skills, with the ability to prioritize tasks effectively.
• A high degree of professionalism and the ability to work collaboratively within a team.