Desktop Support Analyst

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.

Key Responsibilities

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