IT Services Analyst

About the role

The Onsite IT I&O Services Analyst provides operational support to ensure reliable and efficient delivery of infrastructure and end‑user computing services across JTI Taiwan locations. Reporting to the Onsite I&O Manager, the analyst works closely with internal D&IT teams, business stakeholders, and external providers.

Key responsibilities

• Develop and maintain professional relationships with business units and MFO IT teams to understand user requirements.
• Identify opportunities for operational excellence and recommend improvements.
• Act as the primary end‑user contact for IT service requests and incident resolution.
• Coordinate timely delivery of IT services, perform incident prioritisation, and work with subject‑matter experts for prompt fixes.
• Conduct proactive monitoring of IT systems, execute maintenance activities, and apply updates with minimal business impact.
• Provide end‑user training on specific IT solutions and maintain documentation of technical systems.
• Support business transformation by updating the IT Service Portal and supplying incident‑impact assessments.
• Contribute to security, business continuity, compliance and governance initiatives.

Required profile

• Experience delivering operational support for infrastructure and end‑user computing services.
• Strong communication skills to interact with business stakeholders and IT teams.
• Ability to analyse incidents, prioritise work and follow established support models.
• Proactive attitude toward monitoring, maintenance and continuous improvement.

Required skills

• Microsoft Office suite
• Windows operating system
• Telephony systems
• Videoconferencing solutions
• IT Service Portal usage and documentation
• Incident management processes