IT Service Analyst

- I act as the primary liaison between our clients' tenants and the contracted network support provider regarding IT infrastructure and network-related matters. - I coordinate and oversee service delivery from external IT contractors and our internal Operations Team, ensuring consistent performance and quick resolution of network issues. - I manage network access and provisioning processes for new and existing tenants. - I support incident response and troubleshoot connectivity and infrastructure problems in collaboration with the IT contractor. - I identify network performance issues and escalate them as needed. - I liaise with external maintainers to ensure that SLAs according to contract are met for fault resolution and projects. - I manage the working relationship with maintainers, keeping track of performance through quarterly reviews and annual reports. - I participate in strategic discussions around network upgrades, security improvements, and digital infrastructure planning. - I ensure that external contractors maintain accurate documentation of network configurations, access logs, and service records. - I provide clear and timely communications to stakeholders, including tenants and management, regarding planned works or unplanned disruptions. - I contribute to operational planning and ensure compliance with relevant cybersecurity, data protection, and infrastructure standards. - I perform day-to-day troubleshooting of tenant and STC issues. - I manage IT requirements for new tenants, tenant departures, and moves.