IT Service Desk Analyst

About NovaCrystara AI Labs Ltd
NovaCrystara AI Labs Ltd is a London-based AI engineering company building practical, production-ready AI solutions for businesses. We combine AI, automation, software engineering, and data technologies to help organisations improve operations and innovation. Our teams work on real-world projects while fostering a collaborative, entrepreneurial, and technology-driven environment.
Role Description
We are looking for an experienced IT Service Desk Analyst to join our team on a full-time, remote basis.
The successful candidate will provide L2/L3 technical support to employees and project teams, with a strong focus on the Microsoft technology ecosystem. You will troubleshoot Windows devices, Microsoft 365 applications, identity and access issues, endpoint management, networking, and enterprise hardware.
This role requires someone who is technically confident, customer-focused, highly organised, and capable of independently diagnosing and resolving IT issues while maintaining excellent service standards.
Key Responsibilities
* Provide L2/L3 technical support for Windows 10/11, Microsoft 365, hardware, software, and network-related issues.
* Manage and support Microsoft Intune, Windows Autopilot, device enrolment, compliance, configuration, and endpoint security.
* Administer and troubleshoot Microsoft 365, Entra ID, Active Directory, Exchange Online, Microsoft Teams, OneDrive, and SharePoint.
* Troubleshoot MFA, Conditional Access, BitLocker, Microsoft Defender, and user access-related issues.
* Diagnose and resolve TCP/IP, DNS, DHCP, VPN, Wi-Fi, VLAN, and general connectivity issues.
* Manage incidents, service requests, and problems through ServiceNow, Jira, or equivalent ITSM platforms, ensuring SLA compliance.
* Use PowerShell for administration, automation, troubleshooting, and reporting.
* Support laptops, desktops, monitors, docking stations, printers, mobile devices, and other IT peripherals.
* Maintain accurate IT asset records and user/device information.
* Create and maintain technical documentation, troubleshooting guides, and knowledge-base articles.
* Escalate complex technical issues appropriately while maintaining ownership and communication with affected users.
* Work closely with internal teams to improve IT support processes, security, and user experience.
Required Experience & Skills
* 3+ years of professional experience in IT Service Desk, Desktop Support, EUC, or Enterprise IT.
* Strong hands-on experience with Microsoft Intune, Windows Autopilot, Windows 10/11, and Microsoft 365.
* Practical experience with Microsoft Entra ID and Active Directory.
* Good working knowledge of Exchange Online, Teams, OneDrive, and SharePoint.
* Experience troubleshooting endpoint security, MFA, BitLocker, Microsoft Defender, and access-management issues.
* Strong understanding of basic networking, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and VLANs.
* Practical PowerShell experience for administration and automation.
* Experience with ITSM/service desk platforms such as ServiceNow, Jira Service Management, Zendesk, or similar.
* Strong hardware and peripheral troubleshooting skills.
* Excellent analytical, troubleshooting, communication, documentation, and customer-service abilities.
* Ability to work independently, prioritise multiple incidents, and meet agreed service levels.
* Microsoft, ITIL, CompTIA, or CCNA certifications are desirable.
UK Work Eligibility — Essential
Applicants **must already have the right to work in the UK** and hold one of the following:
* Post-Study Work (PSW) / Graduate visa
* Dependant visa with the right to work
* Indefinite Leave to Remain (ILR)
* British citizenship / British passport
* Another valid UK immigration status that provides unrestricted or appropriate permission to work in this role
Applicants requiring new visa sponsorship for this position will not be considered.
What We’re Looking For
We are looking for someone who enjoys solving technical problems, supporting people, and working with Microsoft technologies. You should be proactive, reliable, curious, and comfortable taking ownership of issues from initial diagnosis through to resolution.
If you have strong Microsoft-focused IT support experience and enjoy working in a fast-moving technology environment, we would like to hear from you.

Work arrangement
Yes