Job Description

Onsite Desktop Support Analyst / Team Leader

We are seeking a proactive Onsite Desktop Support Analyst with low-level Team Leader responsibilities.  This is a hands-on role providing technical support to end users while assisting with the day-to-day coordination of a small support team.

The successful candidate will possess desktop support experience across Windows and MAC environments, excellent troubleshooting skills, and the ability to lead by example in a fast-paced operational environment.

Technical Support

Provide onsite and remote technical support for end users across multiple locations.

Diagnose and resolve hardware, software, operating system, and peripheral issues.

Support and maintain desktops, laptops, mobile devices, printers, and associated equipment.

Install, configure, and support Windows 11 and macOS devices.

Administer and troubleshoot Microsoft 365 (O365) applications and services, including Outlook, Teams, OneDrive, and SharePoint.

Manage user accounts, permissions, and access requests.

Build, deploy, and maintain desktop and laptop hardware.

Escalate complex issues to appropriate teams while maintaining ownership through to resolution.

Maintain accurate documentation of incidents, requests, and technical procedures.

Team Leadership Support

Provide guidance and mentoring to junior support analysts.

Assist with task allocation and workload management within the support team.

Act as an escalation point for first-line technical issues.

Support the Team Lead or IT Manager with service delivery activities and reporting.

Essential Skills & Experience

Proven experience in a Desktop Support, IT Support Analyst, or Service Desk role.

Strong knowledge of Windows 11 administration and troubleshooting.

Experience supporting macOS environments.

Solid understanding of Microsoft 365 (O365) applications and services.

Experience diagnosing and repairing desktop, laptop, and peripheral hardware issues.

Knowledge of Active Directory, Azure AD/Entra ID, and user account administration.

Basic networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and wireless networking.

Experience using ITSM/ticketing systems.

Excellent customer service and communication skills.

Ability to prioritise workloads and work effectively under pressure.

Desirable Skills

Experience with Intune, Autopilot, or endpoint management solutions.

Knowledge of ITIL principles and service management practices.

Previous experience acting as a team lead, senior analyst, or mentor.

Relevant industry certifications such as:

Microsoft Certified

CompTIA A+

CompTIA Network+

ITIL Foundation