IT Level 1 Service Desk Analyst

• Provide Level 1 technical support to end users across desktops, laptops, mobile devices and collaboration platforms.
  
• Manage and resolve incidents, service requests and access requests through the IT Service Management (ITSM) platform within agreed SLAs.
  
• Provide support for Microsoft 365, including Outlook, Teams, SharePoint Online, OneDrive and Microsoft Office applications.
  
• Troubleshoot and administer user accounts, permissions and group memberships within Active Directory environments.
  
• Support endpoint lifecycle management, including device provisioning, software deployment, patching, asset management and hardware replacement.
  
• Diagnose and resolve hardware, software, operating system, network connectivity, printer and peripheral issues.
  
• Support endpoint management and security solutions such as Microsoft Intune, CrowdStrike and endpoint compliance policies.
  
• Provide remote technical support using tools such as TeamViewer or similar remote-support platforms.
  
• Collaborate with internal IT teams, vendors and third-party service providers to resolve escalated technical issues.
  
• Maintain accurate IT documentation, knowledge articles, asset records and operational procedures.
  
• Support technology refreshes, infrastructure upgrades, migrations and other IT projects when required.
  
• Identify recurring technical issues and contribute ideas for process improvements, automation and self-service solutions.
  
• Monitor user feedback and service trends to help improve the overall IT support experience.
  
• Ensure all IT activities comply with organisational IT policies, security standards and data protection requirements.
  

Requirements

Experience & Technical Skills

• Minimum 1 year of relevant IT experience in a service desk, desktop support or IT support environment.
  
• Good working knowledge of Windows operating systems and Microsoft Office / Microsoft 365.
  
• Basic understanding of Active Directory, DNS and DHCP.
  
• Basic understanding of networking concepts, including routers, switches, firewalls, wireless networks and WAN.
  
• Experience working with IT Service Management / Service Desk tools.
  
• Experience with remote-support tools such as TeamViewer or equivalent.
  
• Familiarity with endpoint management, including desktops/laptops, user profiles and software deployment.
  
• Exposure to WSUS, enterprise antivirus/endpoint security solutions and asset management tools such as Lansweeper is advantageous.
  
• Knowledge of Microsoft, VMware or Cisco technologies will be an advantage.
  
• Relevant Microsoft, VMware, Cisco or other IT certifications will be highly regarded.
  

Soft Skills

• Strong communication and interpersonal skills with the ability to work effectively with users at different levels.
  
• Customer-focused with a professional and service-oriented approach.
  
• Strong analytical, troubleshooting and problem-solving abilities.
  
• Ability to work effectively as part of a team.
  
• Proactive approach to escalation, issue reporting and project updates.
  
• Comfortable supporting wider IT infrastructure and operational projects when required.
  
• Strong sense of ownership and accountability when managing user issues.