IT Service Desk Analyst – Technical Support

About the role

Alter Domus is seeking an IT Service Desk Analyst to provide hands‑on technical support for laptops, mobile devices and peripherals across the organisation. The role combines strong troubleshooting abilities with clear communication to ensure end‑users receive reliable service and maintain high satisfaction levels.

Key responsibilities

• Investigate and resolve complex workplace IT incidents involving devices, operating systems, connectivity, authentication, endpoint configuration, applications and peripherals.
• Diagnose root causes and determine whether issues stem from hardware, user accounts, network policies, security controls or broader service outages.
• Coordinate with Service Desk, Network, Security, Identity & Access, Workplace, Infrastructure and Application teams, providing technical evidence and supporting on‑site validation.
• Manage OEM coordination for in‑warranty and out‑of‑warranty device failures, overseeing diagnosis, repair and replacement processes.
• Deliver end‑user training and guidance to empower users to resolve recurring issues independently.
• Create and maintain knowledge‑base articles, troubleshooting guides and SOPs based on resolved incidents.
• Identify incident patterns, recommend process improvements and monitor spare stock levels.
• Maintain accurate ticket records with detailed technical information for escalation and trend analysis.

Required profile

• Strong analytical mindset with the ability to isolate and resolve technical problems quickly.
• Excellent communication skills for interacting with users and cross‑functional teams.
• Customer‑focused attitude and a proactive approach to continuous improvement.

Required skills

• Windows operating system troubleshooting
• macOS system troubleshooting
• Hardware diagnostics and imaging
• Inventory management of IT assets
• Experience with ticketing tools and incident documentation
• OEM coordination for device repairs and replacements