Information Technology Analyst

NES Fircroft; Odense; Hybrid; DKK 420,000 - 540,000; Full time

Job summary

NES Fircroft is seeking an IT Operations & Support Analyst to ensure stable and secure IT services across Odense sites and remote locations. You will provide 1st and 2nd line support, manage incidents via ServiceNow, and help run core infrastructure.

The role requires hands-on experience with Windows Server, Microsoft 365, Active Directory/Entra ID, and basic networking. You will coordinate with vendors, maintain CMDB records, and assist local stakeholders with IT projects and room technologies.

Qualifications

• Experience in IT support, infrastructure operations, or service management.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of Microsoft Windows and Microsoft 365 environments.
• Experience with Active Directory and Entra ID administration.
• Basic understanding of networking technologies.
• Experience working with third-party vendors and support providers.
• Strong troubleshooting and customer service skills.
• Good written and verbal communication skills in English.

Responsibilities

• Provide 1st and 2nd line support for users, applications, and infrastructure.
• Manage incident, problem, and request fulfilment activities through ServiceNow.
• Ensure SLA compliance and timely resolution of service disruptions.
• Support end users across office and remote locations.
• Support Windows Server environments and core infrastructure services.
• Troubleshoot network infrastructure, including LAN, WAN, wireless, and VPN services.
• Manage user onboarding, transfers, and offboarding activities (Identity & Endpoint).
• Administer permissions, access requests, and security groups.
• Maintain compliance with corporate security standards.
• Coordinate incidents with external suppliers and support partners.
• Maintain accurate records in CMDB and asset repositories.
• Support meeting room technologies and local office IT facilities.
• Provide hands-on support for office hardware and workplace technology.
• Coordinate local IT activities with business stakeholders and global support teams.

Skills

IT support

IT infrastructure

ITSM platforms

Windows & MS 365

Active Directory/Entra ID

Networking knowledge

Vendor management

Troubleshooting

Customer service

English communication

Tools

ServiceNow

Job description

IT Operations & Support Analyst

Job Purpose

The IT Operations & Support Analyst is responsible for ensuring stable and secure IT operations across business sites and office locations. The role provides 1st and 2nd line technical support, manages infrastructure services, and coordinates with global support teams and vendors.

The position combines operational support, infrastructure management, continuous improvement, and project execution to ensure reliable and efficient IT services.

Key Responsibilities

IT Support & Service Delivery

• Provide 1st and 2nd line support for users, applications, and infrastructure.
• Manage incident, problem, and request fulfilment activities through ServiceNow.
• Ensure SLA compliance and timely resolution of service disruptions.
• Support end users across office and remote locations.

Infrastructure Operations

• Support Windows Server environments and core infrastructure services.
• Troubleshoot network infrastructure, including LAN, WAN, wireless, and VPN services.

Identity & Endpoint Management

• Manage user onboarding, transfers, and offboarding activities.
• Administer permissions, access requests, and security groups.
• Maintain compliance with corporate security standards.

Vendor & Service Management

• Coordinate incidents with external suppliers and support partners.
• Maintain accurate records in CMDB and asset repositories.

Site IT Support

• Support meeting room technologies and local office IT facilities.
• Provide hands-on support for office hardware and workplace technology.
• Coordinate local IT activities with business stakeholders and global support teams.

Required Skills & Experience

• Experience in IT support, infrastructure operations, or service management.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of Microsoft Windows and Microsoft 365 environments.
• Experience with Active Directory and Entra ID administration.
• Basic understanding of networking technologies.
• Experience working with third-party vendors and support providers.
• Strong troubleshooting and customer service skills.
• Good written and verbal communication skills in English.