Helpdesk Analyst – First‑Line Technical Support

About the role

The Helpdesk Analyst provides first‑line technical support to end users, ensuring rapid resolution of hardware, software, network and system issues. Acting as the primary point of contact, the analyst delivers high‑quality service while keeping IT operations smooth across the organization.

Key responsibilities

• Receive and log support requests via phone, email, chat or ticketing system.
• Diagnose and resolve issues on desktops, laptops, mobile devices, printers and peripherals.
• Install, configure and maintain hardware and software assets.
• Perform user account management tasks such as password resets and access provisioning.
• Escalate complex incidents to specialised support teams following SLA guidelines.
• Support onboarding of new employees, equipment provisioning and software deployment.
• Maintain accurate documentation, knowledge‑base articles and asset inventory.
• Identify recurring problems and suggest process improvements.

Required profile

• Bachelor’s degree in IT, Computer Science, Information Systems or related field.
• Strong customer‑service orientation and effective communication skills.
• Ability to prioritize multiple tickets while maintaining attention to detail.

Required skills

• Windows and macOS operating systems.
• Microsoft 365 and common business productivity applications.
• Active Directory user management.
• ServiceNow, Jira Service Management or Zendesk ticketing platforms.
• Hardware installation and peripheral configuration.
• TCP/IP, DNS, DHCP, VPN, Wi‑Fi and remote connectivity concepts.
• Endpoint security, antivirus solutions and multi‑factor authentication.
• Basic ITSM principles.