Desktop Support Analyst

Desktop Support Analyst Job Description Template

Our company is looking for a Desktop Support Analyst to join our team.


  • Responding to incoming telephone calls and emails;
  • Resolving IT tickets and incidents;
  • Fault finding/reporting;
  • Triage incidents;
  • Expert knowledge/experience of Windows and Office 365;
  • Focus on Incident and Change Management by following ITIL processes;
  • 1st and 2nd line desktop support;
  • Test technology changes so that it is all working for the next business day;
  • Ensure 3rd party vendors and the business follow IT processes;
  • Participate in ad-hoc support requests, Desk moves, Desk side support;
  • Supporting the business out of hours 6pm – Midnight rota basis (Mon-Fri);
  • Supporting the business core hours 7am to 7pm rota basis (Mon-Fri);
  • 1st – 2nd line telephone and remote support to all global office personnel 4000+
  • Diagnoses and repairs mechanical, hardware, software and system failures using established procedures;
  • Deliver coaching to peers when necessary.


  • An understanding of the importance of excellent customer service and a “can do” attitude;
  • The ability to work very well in a team environment;
  • Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Lync, WhatsApp, Webex etc;
  • Strong background in Windows;
  • A good understanding of mobile devices, such as Apple smartphones and tablets;
  • Excellent communication skills, both written and verbal;
  • Ability to work pro-actively, under pressure and independently with minimal direction;
  • Strong background in Microsoft Office.