Desktop Support Analyst

About the role

The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in troubleshooting and resolving hardware and software issues. They assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations.

Responsibilities

• Provide deskside support to end-users in a corporate environment.
• Assess and resolve hardware and software issues on desktops, laptops, and mobile devices.
• Manage multiple priorities and work effectively under pressure.
• Lead deployment of software releases, system upgrades, and patches on end user devices.
• Accountable for procurement and asset management of end user devices.
• Lead activities like customer relocations and departmental infrastructure build out.
• Analyse symptoms of the problem to properly identify the cause of the issue in order to determine a solution.
• Triage issues such as physical layers, usernames and passwords.
• Uninstall/reinstall basic software applications, verify proper hardware and software set-up, and assist with navigation of application menus.
• Perform onsite installations or replacements of various hardware components and software repair.
• Perform diagnostic testing and utilize remote control tools to assist users when troubleshooting to determine a solution.

Requirements

• Strong technical knowledge of desktop operating systems and software applications.
• Experience providing deskside support to end-users in a corporate environment.
• Familiarity with remote access tools and techniques.
• Experience working with Active Directory and other directory services.
• Ability to manage multiple priorities and work effectively under pressure.
• Willingness to work flexible hours, including evenings and weekends, as required.

Qualifications

• Good Expertise to provide Hands and Feet support for Server, Storage, Backup and Network equipment, IPT endpoints, Virtual Endpoint Support Win 7, Win 10, HSD.
• Win 10, Windows 11 & Macintosh OS Intune / SCCM Tool Screen-meet, Beyond Trust + Logme In tools etc Printers & Peripherals Virtual Machines (Citrix / Azure Virtual Desktop) Audio/Video Support Ticketing Tool Remedy / SNOW.

Skills

• Active Directory
• Windows 10, Windows 11 & Macintosh OS
• Intune / SCCM
• Screen-meet, Beyond Trust + Logme In tools
• Printers & Peripherals
• Virtual Machines (Citrix / Azure Virtual Desktop)
• Audio/Video Support
• Ticketing Tool Remedy / SNOW

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan