Analyst, AskIT Support Engineer

Overview

In this role you support end-user devices and workplace technology to keep colleagues productive. You will be the primary onsite IT contact, bridging remote service with the physical workspace. You’ll resolve hardware, software, and M365 issues while delivering a positive, professional support experience. You’ll collaborate with cross-functional teams to improve service quality and adoption, contributing to a trustworthy, efficient workplace IT culture.

Responsibilities

• Serve as the primary onsite contact for employees requiring in-person IT assistance (AskIT walk-up)
• Troubleshoot and resolve desktop, laptop, peripheral, and mobile device issues not fully solvable by the offsite Service Desk
• Receive escalations from the offsite Service Desk and ensure timely follow-up
• Assist users with application, OS, and connectivity issues in a professional manner
• Coordinate desk setups for new hires, moves, and workspace changes; install and test peripherals and network connections
• Log, update, and resolve incidents in the IT ticketing system according to SLAs
• Support corporate mobile devices, onboarding/offboarding, and device provisioning
• Provide on-site AV support for meeting rooms and collaboration spaces
• Deliver high-quality user experience and communicate status and timelines clearly
• Document troubleshooting steps and contribute to knowledge base and process improvements
• Contribute to continuous improvement and support technology refreshes and department initiatives
• Provide support for EMEA branches as required
• Maintain flexible working arrangements including occasional weekend coverage

Key requirements

• 1–3 years’ IT support or Desktop Support experience
• Experience supporting Microsoft 365 in an enterprise environment
• Experience with ITSM/ticketing tools
• Windows desktop support experience
• Experience supporting mobile devices
• Strong customer service and communication skills
• Ability to prioritise multiple requests and work independently
• Basic networking knowledge (Wi-Fi, VPN, TCP/IP, DHCP)

• Strong customer service and communications
• Empathetic and solution-focused
• Clear, proactive communication
• Windows operating systems expertise
• Microsoft 365 applications proficiency
• ITSM/ticketing tools experience

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