IT Service Desk Analyst – First Level Support

About the role

Reporting to the Service Desk Manager, the IT Service Desk Analyst provides efficient and accurate technical support to end users across the organization. The role serves as the first point of contact for IT‑related issues, troubleshooting hardware and software problems while maintaining high customer‑service standards.

Key responsibilities

• Provide first‑level technical support and resolve user issues promptly.
• Respond to help‑desk requests via phone, email, and ticketing systems.
• Troubleshoot hardware, software, printer, and network‑related problems.
• Escalate unresolved incidents to appropriate support teams.
• Track, document, and manage incidents through to resolution.
• Configure, install, and support desktops, laptops, printers, and peripheral devices.
• Assist with user account management, password resets, and access requests.
• Support Microsoft Office/Microsoft 365 applications and standard business systems.

Required skills

• Hardware troubleshooting (desktops, laptops, printers).
• Software and network issue resolution.
• Microsoft Office and Microsoft 365 support.
• Desktop and laptop configuration and peripheral device support.
• User account management, password reset, and access request handling.