Desktop Support Analyst

Diagnosing and resolving hardware faults, OS issues, application errors, and connectivity problems

Supporting Windows 11, Microsoft 365, MFA, endpoint tools, and corporate security controls

Imaging, configuring, and preparing devices for onboarding and rebuild

Investigating more complex issues before escalating to Technical Services

Documenting workarounds and fixes for our self-help library

Suggesting service improvements when patterns or recurring faults appear

Delivering IT onboarding sessions and giving new colleagues a confident start

Logging warranty and repair cases with our provider when defects reoccur

Supporting technical work during rollouts, updates, and planned changes

Opportunity to gain experience working with project teams on IT related projects.

Windows 10/11 builds, profiles, and common failure points

M365 admin concepts (policy impact, Teams/device behaviour, auth issues)

Hardware diagnostics and rebuilds

Basic networking (Wi-Fi auth issues, VPN, DNS basics)

Familiarity with ITIL best practices and incident management processes.

Working with ITSM processes and using a ticketing system to track work

Communicating technical steps clearly to non-technical users

Prioritising your own workload and managing interruptions

Working with suppliers when a hardware or warranty fix is needed

Experience with resolving issues that go beyond basic troubleshooting would be an advantage.