Desktop Support Specialist

About the role

As a Deskside Support Analyst, you will be part of the Service Operations team, providing face-to-face and on‑site technical support to end users with a minimum of four years of experience. You will act as a key point of contact for resolving hardware, software, and access‑related issues, ensuring a high‑quality user experience in a fast‑paced, security‑conscious environment.

Key responsibilities

• Provide deskside and on‑site technical support to users, resolving incidents and service requests logged via ServiceNow or other approved channels.
• Diagnose, troubleshoot, and resolve issues related to desktops, laptops, peripherals, mobile devices, and meeting‑room technology.
• Support Microsoft operating systems, Active Directory/Entra ID, Microsoft 365, and Microsoft Cloud services including Azure.
• Manage user account administration – creation, access provisioning, group membership, and password resets.
• Install, configure, upgrade, and replace end‑user hardware and software following standard procedures.
• Escalate complex or unresolved issues to second‑ or third‑line support while maintaining ownership and clear communication.
• Log, prioritize, and resolve all incidents and service requests within agreed SLAs.
• Follow documented technical procedures, security standards, and knowledge‑base articles to ensure consistent service delivery.

Required profile

• Excellent customer‑service and interpersonal skills.
• Ability to manage each customer as an individual with a ‘can‑do’ attitude.
• Flexibility, punctuality, and strong teamwork orientation.
• Effective communication, multitasking, and ability to work under pressure.
• Demonstrated initiative and ability to meet tight deadlines in a target‑driven environment.

Required skills

• Strong working knowledge of current and previous versions of Microsoft Windows and Windows Server.
• Hands‑on experience providing deskside or on‑site end‑user support in a corporate environment.
• Experience using ServiceNow or similar ITSM tools.
• Solid understanding of Active Directory/Entra ID administration and troubleshooting.
• Good working knowledge of Microsoft 365 applications and end‑user support.
• Familiarity with Microsoft Cloud technologies, including Azure (desirable).
• Understanding of ITIL service‑management principles.