IT Level 1 Service Desk Analyst
IT Level 1 Service Desk Analyst
mvc resources1-3 Years
- Posted 6 hours ago
- Be among the first 10 applicants
Job Description
- Provide Level 1 technical support to end users across desktops, laptops, mobile devices and collaboration platforms.
- Manage and resolve incidents, service requests and access requests through the IT Service Management (ITSM) platform within agreed SLAs.
- Provide support for Microsoft 365, including Outlook, Teams, SharePoint Online, OneDrive and Microsoft Office applications.
- Troubleshoot and administer user accounts, permissions and group memberships within Active Directory environments.
- Support endpoint lifecycle management, including device provisioning, software deployment, patching, asset management and hardware replacement.
- Diagnose and resolve hardware, software, operating system, network connectivity, printer and peripheral issues.
- Support endpoint management and security solutions such as Microsoft Intune, CrowdStrike and endpoint compliance policies.
- Provide remote technical support using tools such as TeamViewer or similar remote-support platforms.
- Collaborate with internal IT teams, vendors and third-party service providers to resolve escalated technical issues.
- Maintain accurate IT documentation, knowledge articles, asset records and operational procedures.
- Support technology refreshes, infrastructure upgrades, migrations and other IT projects when required.
- Identify recurring technical issues and contribute ideas for process improvements, automation and self-service solutions.
- Monitor user feedback and service trends to help improve the overall IT support experience.
- Ensure all IT activities comply with organisational IT policies, security standards and data protection requirements.
Experience & Technical Skills
- Minimum 1 year of relevant IT experience in a service desk, desktop support or IT support environment.
- Good working knowledge of Windows operating systems and Microsoft Office / Microsoft 365.
- Basic understanding of Active Directory, DNS and DHCP.
- Basic understanding of networking concepts, including routers, switches, firewalls, wireless networks and WAN.
- Experience working with IT Service Management / Service Desk tools.
- Experience with remote-support tools such as TeamViewer or equivalent.
- Familiarity with endpoint management, including desktops/laptops, user profiles and software deployment.
- Exposure to WSUS, enterprise antivirus/endpoint security solutions and asset management tools such as Lansweeper is advantageous.
- Knowledge of Microsoft, VMware or Cisco technologies will be an advantage.
- Relevant Microsoft, VMware, Cisco or other IT certifications will be highly regarded.
- Strong communication and interpersonal skills with the ability to work effectively with users at different levels.
- Customer-focused with a professional and service-oriented approach.
- Strong analytical, troubleshooting and problem-solving abilities.
- Ability to work effectively as part of a team.
- Proactive approach to escalation, issue reporting and project updates.
- Comfortable supporting wider IT infrastructure and operational projects when required.
- Strong sense of ownership and accountability when managing user issues.
More Info
Key Skills
enterprise antivirus
wireless networks
endpoint security solutions
endpoint management
Windows operating systems
Lansweeper
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