IT Deskside Support Analyst

About the role

Gate Gourmet is seeking an IT Deskside Support Analyst to join its Regional IT Operations team at the Mascot head office. The role provides first‑ and second‑line support to business users across multiple catering and production sites, ensuring IT systems enable critical operations in a fast‑paced environment.

Key responsibilities

• Deliver deskside and remote support for end‑user devices, workplace technologies and operational systems.
• Manage hardware lifecycle activities including installation, asset tracking and recovery.
• Maintain service levels in line with defined SLA targets.
• Support IT projects and system rollouts, handling user onboarding and post‑implementation assistance.
• Participate in functional testing and User Acceptance Testing to validate solutions.
• Collaborate with operational stakeholders to understand needs and promote effective system usage.
• Identify recurring technical issues and contribute to continuous improvement initiatives.
• Work with infrastructure and security teams to resolve escalated incidents.

Required profile

• Vocational training as an IT Specialist or comparable qualification.
• 5‑6 years of experience in an IT support role following industry‑standard processes.
• Strong communication skills, both written and verbal.
• Willingness to expand technical skill set and learn from senior team members.

Required skills

• Windows 10/11 operating systems.
• Microsoft Office 365.
• Standard and label printers.
• Microsoft Entra ID (Azure AD) user and device administration.
• Endpoint security tools such as Microsoft Defender, MFA and identity/access troubleshooting.
• Basic network troubleshooting (LAN, Wi‑Fi, connectivity issues).
• Exposure to enterprise IT infrastructure and security environments.