Level 1 IT Support Analyst – Desktop Support

About the role

We are looking for a proactive Level 1 IT Support Analyst to join our desktop support team. The role focuses on delivering high‑quality technical assistance to end‑users across hardware, software and enterprise applications, ensuring business productivity and a positive user experience.

Key responsibilities

• Diagnose and resolve issues on desktops, laptops and other office IT devices.
• Troubleshoot Windows 11 operating system, Microsoft 365 applications and related software errors.
• Manage incidents and service requests through an ITSM ticketing platform.
• Maintain user accounts in Active Directory and email systems.
• Install, configure and update software, using remote management tools where appropriate.
• Prepare new equipment – imaging, asset tagging and software deployment.
• Ensure devices are kept up‑to‑date with antivirus, encryption and other security measures.

Required profile

• Minimum 2 years of IT and technical support experience, preferably with Microsoft 365 services.
• Hands‑on experience with ITSM ticketing systems.
• Knowledge of mobile device support and MDM solutions.
• Strong background in desktop hardware troubleshooting and end‑user support.
• Excellent communication and documentation skills, with a customer‑first attitude.

Required skills

• Windows 11
• Microsoft 365 (Teams, OneDrive)
• Active Directory
• ITSM ticketing systems
• Mobile Device Management (MDM)
• Remote management tools
• Imaging and software deployment
• Antivirus and encryption solutions