Junior Desktop Support Analyst

Overview

In this role you provide 24×5 desktop support for a global user base in a Windows environment, helping with workstation applications, AD-based access, remote connectivity, and hardware. You’ll triage and resolve incidents, collaborate with Tier 2/3 teams and vendors, and maintain knowledge artifacts while supporting hardware lifecycle. You’ll work onsite and remotely, contributing to incident management and continuous improvement. This is a hands-on, customer-focused role with opportunities to grow through project support and automation-minded tasks.

Responsibilities

• Provide 24×5 on-site and remote support for ~2000 global users
• Join a rotational on-call schedule for weekend support
• Manage service requests and incidents within defined SLAs per runbooks
• Deliver first- and second-level support through triage, diagnosis, and resolution
• Collaborate with Level 2/3 teams, partners, and vendors to resolve complex incidents
• Provide end-to-end hardware support including inventory management and procurement
• Develop and maintain knowledge base articles and runbooks
• Ensure effective incident management to minimize production impact
• Provide project support to senior team members as required

Key requirements

• Microsoft environment experience (Windows 11, Office 365, Azure, SharePoint)
• Active Directory and Remote Access knowledge
• Desktop hardware installation and troubleshooting experience
• Customer service orientation
• Ability to work with minimal supervision and manage multiple tasks
• Strong analytical, prioritization, interpersonal, and problem-solving skills
• Excellent verbal and written communication
• Team collaboration and ability to work in a fast-paced, deadline-driven environment
• Self-motivated with attention to detail, deadlines, and reporting
• Degree in Computer Science, Engineering or related field or experience

• customer service
• collaboration
• effective communication
• Windows 11
• Office 365
• Azure

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