Desktop Support Analyst
Onsite Desktop Support Analyst / Team Leader
We are seeking a proactive Onsite Desktop Support Analyst with low-level Team Leader responsibilities. This is a hands-on role providing technical support to end users while assisting with the day-to-day coordination of a small support team.
The successful candidate will possess desktop support experience across Windows and MAC environments, excellent troubleshooting skills, and the ability to lead by example in a fast-paced operational environment.
Technical Support
- Provide onsite and remote technical support for end users across multiple locations.
- Diagnose and resolve hardware, software, operating system, and peripheral issues.
- Support and maintain desktops, laptops, mobile devices, printers, and associated equipment.
- Install, configure, and support Windows 11 and macOS devices.
- Administer and troubleshoot Microsoft 365 (O365) applications and services, including Outlook, Teams, OneDrive, and SharePoint.
- Manage user accounts, permissions, and access requests.
- Build, deploy, and maintain desktop and laptop hardware.
- Escalate complex issues to appropriate teams while maintaining ownership through to resolution.
- Maintain accurate documentation of incidents, requests, and technical procedures.
Team Leadership Support
- Provide guidance and mentoring to junior support analysts.
- Assist with task allocation and workload management within the support team.
- Act as an escalation point for first-line technical issues.
- Support the Team Lead or IT Manager with service delivery activities and reporting.
Essential Skills & Experience
- Proven experience in a Desktop Support, IT Support Analyst, or Service Desk role.
- Strong knowledge of Windows 11 administration and troubleshooting.
- Experience supporting macOS environments.
- Solid understanding of Microsoft 365 (O365) applications and services.
- Experience diagnosing and repairing desktop, laptop, and peripheral hardware issues.
- Knowledge of Active Directory, Azure AD/Entra ID, and user account administration.
- Basic networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and wireless networking.
- Experience using ITSM/ticketing systems.
- Excellent customer service and communication skills.
- Ability to prioritise workloads and work effectively under pressure.
Desirable Skills
- Experience with Intune, Autopilot, or endpoint management solutions.
- Knowledge of ITIL principles and service management practices.
- Previous experience acting as a team lead, senior analyst, or mentor.
- Relevant industry certifications such as:
- Microsoft Certified
- CompTIA A+
- CompTIA Network+
- ITIL Foundation