IT System Analyst – Service Desk Support

About the role

The IT System Analyst will serve as the first point of contact for users requiring technical assistance, handling incidents and service requests through the Service Desk. The role involves remote troubleshooting, ticket management, and collaboration with higher‑level support teams to ensure timely resolution and high customer satisfaction.

Key responsibilities

• Receive and log user inquiries via phone, email, or ticketing system.
• Perform remote diagnostics, guide users through problem‑solving steps, and resolve issues or escalate when necessary.
• Create and update tickets with complete, accurate information and follow up until closure.
• Provide end‑user support for software, desktop applications, password resets, and account access.
• Administer Active Directory accounts, organizational units, security groups, and apply Group Policy objects.
• Support authentication and access management for Azure Entra ID, Microsoft 365, Intune, and Tanium.
• Document troubleshooting procedures in the knowledge base and suggest process improvements.
• Ensure incidents are resolved within defined SLAs and communicate status to users.

Required profile

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
• Minimum 2 years of experience in an IT Service Desk or technical support environment.
• Strong communication skills in English (minimum B1 level).
• Familiarity with ITIL incident management principles is a plus.

Required skills

• Windows operating systems and desktop support.
• Active Directory administration.
• Azure Entra ID, Microsoft 365, Intune, and Tanium.
• IT ticketing systems and incident management processes.
• Group Policy (GPO) configuration.
• Remote troubleshooting and problem‑resolution techniques.