IT Support Analyst

At AKQA, we believe in the imaginative application of art and science to create beautiful ideas, products and services. With an entrepreneurial and collaborative approach, we design adaptive digital services and applications that capture the imagination, delivering impressive returns for our clients.
As an IT Support Analyst, you will first and foremost provide exceptional service through remote and desk-side support to the global user base in a demanding, fast-paced environment. You will demonstrate exceptional technical expertise and individual initiative while maintaining a friendly, customer-focused attitude.
If you adhere to AKQA’s founding values of innovation, service, quality and thought, you will be excited about being part of our success. You will thrive when faced with new challenges, and you will constantly strive to improve our service.
Located in Gothenburg, Sweden, as part of AKQA, you will work in an environment that fosters a meritocratic culture, surrounded by some of the brightest minds in their fields.


ROLE REQUIREMENTS
Provide on-site/remote support to the Gothenburg studio and remote support to the other AKQA offices in the EMEA region
Onboarding and offboarding of new and departing employees, including user account administration
Imaging and deployment of Mac and PC hardware as well as tracking of assets from onboarding to deprovisioning—lifecycle management
Troubleshooting of hardware, software and networking issues on Mac and PC
Responding to IT calls and problem tickets in a multi-office, multi-regional environment; following in-house procedures and escalation processes utilising our ticketing system
Producing clear and concise documentation and procedures for administrative tasks
Providing weekly IT Inductions to new staff in our EMEA region
Maintaining password security, data integrity, and file system security for the desktop environment
Support and troubleshooting of printers and copiers
Maintaining effective relationships with AKQA leadership and staff
macOS and Windows proficiency essential
Experience with JAMF, Active Directory, Microsoft 365 and Google Workspace a plus
Experience with Okta or other SSO providers a plus


QUALITIES AND CHARACTERISTICS
Self-motivated and proactive spirit, with a desire to learn and grow as part of a team
Ability to uphold a positive attitude at all times, even under stressful conditions
Experience supporting users in a multi-regional environment
Proven ability to handle challenging, rapid-response user support
Proven ability to resolve problems efficiently and effectively, recognising customers’ competence levels and approaching each level appropriately
Ability to clearly communicate verbally and in writing
Proven ability to balance, prioritise and organise multiple tasks
Have a strong customer service ethos, a commitment to quality, and the will to drive improvements constantly.