IT Support Analyst

📋 Description

• Act as the primary owner of the IT service desk queue and ensure tickets are triaged, prioritised
• Provide Level 1 and Level 2 support for end-user computing, Microsoft 365, collaboration platforms
• Ensure incidents and service requests are responded to and resolved in accordance with internal
• Monitor ticket backlog and proactively drive timely resolution of aged requests.
• Work closely with Systems Administrators and Engineers to facilitate efficient escalation and
• Manage Helpdesk tickets, through effective planning and prioritisation to minimise backlog and

🎯 Requirements

• 2-5 years in Service Desk, Desktop Support, ICT Support, End User Computing, or MSP support.
• Understanding of Windows, MacOS and Linux OS environments.
• Strong customer service mindset.
• Experience supporting 200+ users or working within medium-to-large organisations.
• Exposure to Microsoft 365, Intune, Entra ID, Jira Service Management and endpoint management.
• Troubleshooting experience on corporate hardware, software, printers, digital signage and AV