Overview
The Junior Technical Support Analyst will join a collaborative enterprise technology team, providing essential operational support for users within a Microsoft environment. This role, suitable for candidates with 3-5 years of IT support experience, focuses on incident resolution, asset management, and enhancing service quality. The analyst will work closely with colleagues across locations to ensure a smooth and efficient support process.
Responsibilities
- Provide 1st and 2nd line technical support across Microsoft technologies.
- Manage and resolve incidents, requests, and service tickets using ServiceNow.
- Support Microsoft 365, Teams, Windows, and Active Directory environments.
- Assist with hardware deployment, onboarding, and asset management activities.
- Support user account administration and access requests.
- Maintain accurate documentation and knowledge articles.
- Contribute to continuous improvement initiatives across the support function.
Requirements
- Around 3–5 years' experience in an IT Support Analyst, Service Desk Analyst, or Technical Support role.
- Experience working within an enterprise or corporate IT environment.
- Good knowledge of Microsoft technologies including Windows 10/11, Microsoft 365, Teams, and Active Directory.
- Experience using ServiceNow or a similar ITSM platform.
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills and a customer-focused approach.
- Understanding of ITIL principles is beneficial.