N/A

Role Summary
The Support Resource (Analyst) will be responsible for providing first-level support by managing user access requests, monitoring support tickets, and ensuring service level agreements (SLAs) are met. The role requires effective communication, attention to detail, and the ability to escalate issues when necessary.
________________________________________
Key Responsibilities
•	Attend to requests for creation of user access across various platforms and systems
•	Remove or modify user access in line with internal policies and procedures
•	Monitor and follow up on ageing support tickets to ensure timely resolution and compliance with agreed SLAs
•	Escalate system-related issues to relevant teams when required
•	Maintain accurate records of requests, actions taken, and resolutions
•	Provide basic support and guidance to users where applicable
________________________________________
Qualifications & Experience
•	Minimum qualification: SC/HSC or equivalent
•	Previous experience in a support or helpdesk role is required
•	Strong communication skills in both written and spoken French
•	Basic knowledge of IT systems, platforms, and access management processes is an advantage
•	Ability to work independently and manage multiple tasks efficiently