IT Service Desk Analyst

Job Description

Role & responsibilities As the front line and face of IT, the IT Service Desk Analyst is the first point of contact for all staff. You will provide prompt, courteous, and friendly service via telephone, Teams, remote software, self-service, or any other contact method. This includes first and second-level support for all IT systems and services, ensuring the security and integrity of computer and user operations in accordance with security and strategic plans, with a focus on your local geographic region. Serve as the single point of contact for all staff, logging all incidents and service requests through the designated helpdesk system. Manage incidents, planning and prioritizing systematically to minimize backlog and ensure operational efficiency. Ensure business continuity by actively monitoring systems or sites that are down, following Incident management and outage communication procedures. Develop, contribute to, and ensure adherence to all IT procedures and policies. Promote a culture of service excellence and continual improvement within the IT team, actively seeking out improvements, new ideas, or solutions for issues that may arise. Troubleshoot technical issues to resolution and/or escalate to supplier or partner organizations as required, ensuring the customer is kept informed of progress. Administer, deploy, and maintain all end-user IT devices (such as computers, laptops, tablets, printers, mobile phones, scanners, etc.). Support end-user and server infrastructure life cycle management, including consultation, quoting, vendor management, SOE Build, hardware diagnosis, warranty claims, and decommissioning. Track IT assets, software, OS, end-user auditing, and license management. Administer Active Directory Users and Computers, security groups, and user account creation/modification/removal in cooperation with HR. Provide support for cloud-based video conferencing as well as general AV facilities troubleshooting and support. Ensure compliance with Company cyber security controls and standards. Contribute to the ongoing development of related policies and procedures, including appropriate controls around organizational change management. Provide technical assistance to project teams and undertake technical project roles when required, supporting the roll-out of new applications and solutions. Provide technical assistance to Major Incident team and undertake technical Major Incident roles when required, supporting when major incident occurred. Demonstrate strong analytical and problem-solving skills, with a proven track record of diagnosing and resolving technical issues efficiently. Willingness to learn and good team player. Preferred candidate profile Minimum of 4-8+ years demonstrated experience as a support analyst within an enterprise environment. Similar industry experience or tertiary qualification in IT and extensive practical experience. Demonstrated experience with network support, diagnostics, and troubleshooting. Excellent relationship-building and communication skills, with the ability to make technical and complex issues simple and easily understood. Ability to create clear and concise documentation, end-user guides, how-to guides, and technical process guides. Excellent organizational skills with the ability to prioritize work and work autonomously. Experience working in a remote service desk team, including the use of an ITSM platform such as ManageEngine/SNOW/Zendesk/Jira and remote tools such as BeyondTrust/Anydesk/TeamViewer/MSTeam Screenshared. Proven experience with support, administration, and troubleshooting of the following technologies/solutions in a multi-site commercial environment: Microsoft Server 2012-2025 including core services: AD, Group Policy, PowerShell scripting, Sites/Services, DHCP, File/Print, DFS, Replication, Storage, Logging, WSUS, etc. Microsoft Desktop Operating Systems from Windows XP to Windows 11, primarily Windows 10 Microsoft Exchange Hybrid environment Real time network monitoring (Solar wind) Microsoft SCCM and Intune Active Directory O365 administration and troubleshooting Administration, maintenance, and troubleshooting Unified communications (VOIP, VC, 8x8, MS Teams) Apple and Android technologies (advantageous) Experience working with hardware vendors and 3rd party service providers. Proven excellent problem-solving skills. Ability to cope under pressure. Ability to work on time-sensitive tasks. Ability to work independently as well as being a mentor. Excellent written and verbal communication skills. Ability to engage with personnel at all levels of the organization. Ability to take accountability and responsibility. Perks and benefits