Desktop Support Analyst

IT Helpdesk Support

• Respond to user inquiries via email, phone, in person, and through the helpdesk system.
• Perform onsite and remote troubleshooting using diagnostic techniques and relevant questioning.
• Identify and implement the most effective solutions to resolve technical issues.
• Guide users through problem-solving steps in a clear and supportive manner.
• Escalate unresolved issues to senior engineers or relevant teams when required.
• Ensure Service Level Agreements (SLAs) are consistently met.
• Maintain detailed documentation of troubleshooting efforts and resolutions.
• Provide clear updates and communication to end users throughout the resolution process.
• Act as the main point of contact for local IT issues and provide remote support to other locations as needed.

Technology Stack

• Support, maintain, and troubleshoot Microsoft 365, including Exchange Online, SharePoint, Teams, and OneDrive.
• Manage and support Windows 11 desktop environments and Active Directory user accounts, permissions, and group policies.
• Provide first-line and second-line support for Azure AD, Intune, and other Microsoft cloud services.
• Assist with endpoint management, device enrolment, and configuration using Microsoft Endpoint Manager.
• Support and maintain networked printers, Windows servers, and basic networking components (DNS, DHCP, VPN).
• Support of AV hard and software

Security

• Support and maintain IT system security and data protection.
• Work in alignment with cybersecurity policies under the guidance of the IT Security & Risk Manager.
• Ensure compliance with MFA, endpoint security standards, and data governance requirements.

Compliance and Best Practice

• Work within the ITIL framework to ensure structured service delivery and improvement.
• Monitor IT satisfaction levels and proactively address recurring issues.
• Meet deadlines and resolution targets in line with agreed SLAs.

*Rates depend on experience and client requirements Skills

• support
• desktop
• intune
• M365

We are seeking an enthusiastic and skilled IT Helpdesk Engineer to support our end users across multiple sites. You will handle IT support requests efficiently and effectively, ensuring a high level of service and satisfaction. This is a full-time, on-site role, with participation in an out-of-hours on-call rota (one week on, three weeks off).

The ideal candidate will bring a positive, proactive attitude with a passion for continuous service improvement, technical problem-solving, and excellent customer service.