Desktop Support Analyst

About the Opportunity

We are seeking an experienced IT Support Analyst to join a global organisation and play a critical role in delivering high-quality technical support across the business. This is a hands-on position suited to someone who enjoys troubleshooting complex issues, supporting end users, and working across infrastructure, applications, and operational IT services.

Working as part of a collaborative IT team, you will act as a key escalation point, ensuring incidents are resolved efficiently while contributing to continuous improvement initiatives and maintaining a reliable technology environment.

Key Responsibilities

• Provide advanced support across Microsoft technologies, including Windows Desktop, Windows Server, and Microsoft 365.
• Support business-critical applications and SaaS platforms.
• Troubleshoot remote connectivity technologies including VPN, Citrix, Remote Desktop Services (RDS), and network-related issues.

• Manage incidents through their full life-cycle, including triage, prioritisation, investigation, resolution, and user communication.

• Manage the life-cycle of end-user technology, including procurement, configuration, deployment, and tracking of laptops, desktops, mobile devices, and software assets.

About You

To be successful in this role, you will bring strong technical capability combined with excellent communication and customer service skills.

Technical Experience

• Strong experience supporting Microsoft environments, including Windows 10/11, Windows Server, Active Directory, Entra ID, and Microsoft 365.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, WAN, and LAN concepts.
• Experience supporting remote access technologies such as VPN, RDP, Citrix, or similar platforms.
• Exposure to PowerShell scripting and automation.
• Experience using ITSM or ticketing platforms within an IT Service Management environment.

Professional Skills

• Strong analytical and troubleshooting abilities with a structured approach to problem solving.
• Excellent written and verbal communication skills.
• Ability to work independently while managing competing priorities.
• Strong organisational skills and attention to detail.
• A customer-focused mindset with a commitment to delivering exceptional service outcomes.

What We're Looking For

• Proven experience within IT Service Operations or End User Support in a medium to large enterprise environment.
• Experience supporting manufacturing, warehousing, or distribution environments will be highly regarded.
• Relevant tertiary qualifications in Information Technology or equivalent industry experience.
• ITIL Foundation (v3 or v4) certification.

Working Environment

• Full-time onsite position.
• Participation in an on-call roster and occasional after-hours maintenance activities.
• Occasional travel to local and remote sites.
• Ability to work comfortably in both office and operational environments, including manufacturing and distribution facilities.

If you're a proactive IT professional who enjoys solving complex technical challenges and making a tangible impact on business operations, we'd love to hear from you.

Job Ref number: 06810-0013458942 -TW

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