IT Service Desk Analyst

Company Description NovaCrystara AI Labs Ltd is a London-based AI engineering company focused on delivering production-ready AI systems rather than theoretical solutions. The organization partners with enterprises to design and ship systems such as IoT analytics platforms, multi-cloud machine learning infrastructure, agentic pipelines, and end-to-end data solutions using modern AI and cloud technologies. NovaCrystara also runs specialist training tracks where engineers work on live client projects from day one, building real systems with real impact. In addition, the company supports future founders through a startup launchpad that provides funding access, co-founder matching, and investor introductions. This ecosystem connects clients, engineers, and founders in a mission-driven environment where successful delivery is central.
Role Description The IT Service Desk Analyst is a full-time, remote role responsible for providing first-line technical support to internal teams and project stakeholders across NovaCrystara’s global ecosystem. Day-to-day responsibilities include responding to service desk tickets, diagnosing and resolving hardware, software, and network issues, and escalating complex incidents to higher-tier support when needed. The role involves supporting collaboration tools, access management, and development environments, as well as documenting solutions and maintaining knowledge base articles to improve self-service and consistency. The Analyst will communicate clearly with users, manage expectations around resolution times, and contribute to continuous improvement of service desk processes and workflows. Collaboration with engineering, operations, and project teams is expected to ensure reliable, secure, and efficient IT services that enable delivery of production AI systems.
Qualifications
Candidates should possess strong Technical Support skills, including experience handling tickets, incident management, and basic hardware/software administration.
Candidates should possess robust Analytical Skills to diagnose issues, interpret logs or error messages, and identify patterns that inform root-cause analysis.
Candidates should possess effective Troubleshooting abilities across operating systems, collaboration tools, VPN/connectivity, and common enterprise applications.
Candidates should possess high-quality Customer Support and Customer Service skills, including clear communication, empathy, and professionalism in user interactions.
Familiarity with ITIL or similar service management frameworks, and experience with service desk platforms (e.g., Jira Service Management, ServiceNow, Zendesk) is beneficial.
Knowledge of cloud-based environments (such as AWS, Azure, or GCP), identity and access management, and basic network concepts is an advantage.
Ability to work independently in a remote setup, prioritize multiple requests, and collaborate effectively with distributed teams.
Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation) or equivalent practical experience in IT support or service desk roles are preferred.
Key Responsibilities
Provide L2/L3 support for Windows 10/11, Microsoft 365, hardware, software, and network issues.
Manage Microsoft Intune, Windows Autopilot, device enrollment, compliance, configuration, and endpoint security.
Support Microsoft 365, Entra ID, Active Directory, Exchange Online, Teams, OneDrive, and SharePoint.
Troubleshoot MFA, Conditional Access, BitLocker, Microsoft Defender, and access-related issues.
Diagnose TCP/IP, DNS, DHCP, VPN, Wi-Fi, VLAN, and connectivity issues.
Manage incidents and service requests through ServiceNow, Jira, or equivalent ITSM tools within SLA.
Use PowerShell and Microsoft Graph API for administration, automation, and reporting.
Provide hands-on support for laptops, desktops, monitors, docking stations, printers, mobile devices, and peripherals.
Maintain asset records, technical documentation, and knowledge articles.
Required Experience & Skills
3+ years’ experience in IT Service Desk, Desktop Support, EUC, or enterprise IT.
Strong hands-on experience with Intune, Windows Autopilot, Windows 10/11, Microsoft 365, Entra ID, and Active Directory.
Knowledge of endpoint security, networking, and enterprise hardware troubleshooting.
PowerShell experience; Microsoft Graph API knowledge is desirable.
Strong troubleshooting, communication, documentation, and customer-service skills.
ITIL, Microsoft, CompTIA, or CCNA certification is desirable.

Work arrangement
No