IT Service Desk Analyst

As Office Manager with Tech XPYou will be responsible providing hands-on technical support for laptops, mobile devices, and peripherals, including imaging, hardware diagnostics, inventory management, on windows-based systems as well as Mac system troubleshooting to end users.  This role blends technical expertise with customer-facing communication skills, ensuring reliable service delivery and maintaining customer satisfaction. 

Your responsibilities:

• Investigate and resolve complex workplace IT incidents involving user devices, operating systems, connectivity, authentication, endpoint configuration, applications and peripheral equipment. 

• Assess and isolate probable root causes by distinguishing whether an issue is related to the device, user account, network, endpoint policy, application, security control or a wider service outage. 

• Coordinate with Service Desk, Network, Security, Identity & Access, Workplace, Infrastructure and Application resolver groups, providing clear technical evidence and supporting on-site validation or remediation activities. 

• Perform OEM coordination for in-warranty and out-of-warranty device failures, providing initial diagnosis and managing the repair or replacement process. 

• Provide end-user training, technical guidance and operational support to help users understand their tools, resolve recurring issues independently where possible, and get the most from the workplace technology environment. 

• Support and guide Field Support Engineers by translating recurring technical fixes into clear, documented procedures they can follow independently. 

• Create, maintain and improve knowledge base articles, troubleshooting guides and SOPs based on resolved incidents, ensuring solutions are reusable and accessible to the wider team. 

• Identify repeated incident patterns and recommend improvements to processes, documentation, tooling or escalation flows. 

• Report on spare stock levels, flag critical shortages and contribute to threshold reviews to ensure service levels can be sustained. 

• Maintain accurate records in the ticketing toolset, ensuring ticket quality reflects the technical detail required for escalation and trend analysis. 

• Availability to support activities outside standard business hours, including weekends, may be required with prior notice — particularly in the context of infrastructure maintenance windows, switch upgrades, disaster recovery or business continuity exercises. 

Your profile: 

• Solid experience troubleshooting Windows 11 in a corporate end-user environment. 

• Good working knowledge of Microsoft 365 and endpoint management concepts, preferably with hands-on experience of Microsoft Intune or Autopilot. 

• Understanding of Active Directory and Microsoft Entra ID / Azure AD, including user accounts, device objects, group membership, compliance policies and user profiles. 

• Networking fundamentals including IP addressing, DNS, DHCP, Wi-Fi, VPN, proxy configuration and basic connectivity testing. 

• Ability to interpret error messages, event logs and technical symptoms to form a structured diagnostic approach. 

• Strong ticket documentation skills, with experience coordinating effectively across specialist IT teams. 

• Proven ability to work independently, exercise sound judgement on escalation decisions and manage multiple open incidents concurrently. 

• Clear and confident communication skills, with the ability to engage both end users and technical resolver teams appropriately. 

• Compliance with safety protocols and quality standards is expected at all times, as this role acts as the senior on-site representative of the company's technology and service standards. 

Nice to have: 

• Experience producing or maintaining knowledge base articles, SOPs or troubleshooting guides in a shared service environment. 

• Familiarity with conference room and AV equipment diagnosis and support. 

• ITIL Foundation or equivalent service management qualification. 

• Experience supporting Mac OS environments alongside Windows. 

• English is required. Knowledge of the local language of the assigned site is an advantage and may be required depending on location.