Helpdesk Analyst

About the role

The Helpdesk Analyst provides first‑line technical support to internal users, ensuring that hardware, software and system issues are resolved quickly and efficiently. Working closely with the broader IT team, the analyst helps maintain a stable technology environment and contributes to high user satisfaction.

Key responsibilities

• Receive, log and prioritize support tickets through the ticketing system.
• Diagnose and resolve hardware, software, network and operating‑system problems.
• Configure and manage user accounts, permissions and access rights.
• Install, update and maintain desktop applications and peripheral devices.
• Escalate complex incidents to senior IT staff while providing clear documentation.
• Maintain accurate records of incidents, resolutions and technical procedures.
• Assist users remotely using support tools and provide on‑site assistance when required.

Required profile

• Strong understanding of IT support principles and help‑desk processes.
• Ability to troubleshoot hardware, software and network issues with attention to detail.
• Excellent communication skills for interacting with technical and non‑technical users.
• Organised approach to managing multiple tickets and meeting service‑level targets.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Operating systems
• Desktop applications
• User account management
• IT infrastructure concepts
• Ticketing systems
• Remote support tools
• Knowledge‑base documentation