IT Support Specialist / IT Service Desk Analyst / Desktop Support Technician

Role Description
The IT Support Specialist / IT Service Desk Analyst / Desktop Support Technician provides technical support to employees and helps maintain reliable day-to-day IT services. This role resolves hardware, software, network, account-access, and device issues while delivering a responsive and professional support experience for users across the organisation.
The position works closely with IT infrastructure, cybersecurity, applications, vendors, and business teams to diagnose incidents, fulfil service requests, and escalate complex issues when required. Responsibilities include supporting laptops, desktops, mobile devices, printers, operating systems, collaboration tools, user accounts, email, VPN access, and standard business applications.
The role also maintains accurate support documentation, asset records, knowledge-base articles, and ticket updates. It monitors recurring issues, supports device deployment and onboarding, follows security and access-control procedures, and identifies practical improvements that strengthen service quality and reduce user disruption.
Qualifications
Diploma or bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
Experience in IT support, help desk, service desk, desktop support, technical support, or a related role.
Strong ability to troubleshoot hardware, software, operating-system, network, printer, account-access, and connectivity issues.
Experience supporting Windows, macOS, Microsoft 365, Google Workspace, email, collaboration tools, and standard business applications.
Familiarity with ticketing and IT service-management platforms such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar tools.
Knowledge of ITIL principles, incident management, request fulfilment, escalation procedures, and service-level expectations.
Experience configuring, deploying, maintaining, and replacing laptops, desktops, mobile devices, peripherals, and meeting-room equipment.
Understanding of user-account management, password resets, multi-factor authentication, VPN access, group permissions, and identity-management processes.
Familiarity with Microsoft Active Directory, Entra ID, Intune, Jamf, endpoint-management tools, or similar technologies is advantageous.
Ability to document troubleshooting steps, maintain asset inventories, create knowledge-base articles, and update support records accurately.
Awareness of cybersecurity best practices, including phishing prevention, endpoint security, access controls, data protection, and secure device handling.
Strong customer-service, communication, problem-solving, and stakeholder-management skills.
Ability to prioritise multiple tickets, manage urgent incidents, and work effectively in a fast-paced support environment.
Relevant technical certifications such as CompTIA A+, ITIL Foundation, Microsoft, Apple, Cisco, or Google certifications are an advantage.

Work arrangement
Yes