Service Desk Analyst

About the role

The client, a leading Managed Service Provider, is seeking a Service Desk Analyst to deliver Level 1 support for Microsoft/Windows environments. The role involves assisting end‑users via phone, email, face‑to‑face and remote tools while working onsite five days a week.

Key responsibilities

• Participate in technology projects and diagnose network and desktop issues under IT Management direction.
• Provide service desk support, including on‑site visits to resolve hardware, software and connectivity problems.
• Install, configure and repair standard desktop images on laptops and desktops.
• Administer desktop support, handling hardware and software installation, configuration and troubleshooting.
• Use remote tools (Remote Desktop, VNC, TeamViewer, Desktop Director) to assist users, monitor, shadow and resolve issues.

Required profile

• Graduated with an IT degree, diploma or certificate (preferred).
• 6‑12 months experience delivering Level 1 support in a small team.
• Strong work ethic, proactive attitude and good communication skills.
• Desire to take accountability, progress career and learn new technologies.

Required skills

• Windows operating system.
• Microsoft 365 (O365) and Microsoft Office Suite.
• Active Directory and Exchange.
• Remote Desktop, VNC, TeamViewer, Desktop Director.
• Hardware and software installation and troubleshooting.