Overview
We are seeking a skilled Service Desk Analyst to join our IT support team for an initial 6-month contract. This fully remote role focuses on providing both 1st and 2nd Line Support to users, assisting them in resolving technical issues related to a range of Microsoft technologies and other business applications. The successful candidate will be part of a collaborative environment and will work primarily with Microsoft 365, Azure, and various ticketing systems.
Responsibilities
- Provide 1st and 2nd Line technical support via phone, email, and remote support tools.
- Troubleshoot and resolve hardware, software, operating system, and connectivity issues.
- Support Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
- Administer and troubleshoot Azure Active Directory (Entra ID), including user accounts, groups, and permissions.
- Configure, deploy, and support laptops, desktops, printers, and mobile devices.
- Log, prioritise, and resolve incidents using Jira and IT ticketing systems.
- Escalate complex issues to 3rd Line support when necessary.
- Maintain accurate documentation and contribute to the knowledge base.
Requirements
- Previous experience in a Service Desk, IT Support, or Helpdesk role.
- Strong experience providing both 1st and 2nd Line Support.
- Solid knowledge of Microsoft 365.
- Experience supporting Azure Active Directory (Entra ID).
- Strong hardware troubleshooting experience.
- Experience using Jira or similar ITSM/ticketing systems.
- Good knowledge of Windows 10/11.
- Experience with Active Directory user administration.