.Job DescriptionReporting to the Global IT Manager, the IT systems analyst will be responsible for providing support to the end users to work effectively and ensuring that the systems in their area guarantee the daily continuity of the company's operations.Job Responsibilities Provide first-line and second-line technical support to end users, addressing hardware, software, network, and system issues.Troubleshoot and resolve a wide variety of technical issues, both remotely and in person, ensuring minimal disruption to business operations.Assist with the installation, configuration, and maintenance of operating systems, applications, and hardware, ensuring optimal system functionality.Basic configuration and maintenance of network infrastructure, including switches, routers, firewalls, VPN, and wireless networks.Diagnose and troubleshoot network-related issues, including connectivity problems, slow performance, and service disruptions, ensuring minimal downtime.Administer user accounts and permissions in systems like Active Directory, Saviynt, Office 365, and other directory services, ensuring that employees have appropriate access to systems and applications.Manage software licenses and ensure the latest versions of critical software are installed and operating correctly.Track and manage hardware inventory to facilitate the purchase of new equipment as necessary.Create and maintain detailed technical documentation for systems, processes, and procedures to ensure consistency and ease of reference for the team.Additional Responsibilities Develop and update user guides and knowledge base articles to assist employees with common technical issues, ensuring self-service options are available for users.Provide training and guidance to end users on the effective use of IT systems, software, and devices.Assist users in adapting to new technologies, applications, or system upgrades, ensuring a smooth transition and high user adoption.Properly escalate unresolved queries to the next level of support.Utilize excellent customer service skills and exceed customer's expectations.Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.Work with departmental staff to promote, develop, and maintain strong customer service values.Provide level 2 support on systems, applications and networks to Mauritania and other sites.Participate in the deployment of new IT solutions and technology in the Corporate offices.Skills Proven experience in troubleshooting hardware, software, network issues and user support.Exceptional problem-solving and diagnostic abilities with the ability to resolve a wide range of technical issues efficiently.Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical users clearly and concisely