Helpdesk Analyst – Infrastructure & IT Support

About the role

We are looking for a proactive, service‑oriented Helpdesk Analyst to deliver first‑line IT support while gaining exposure to infrastructure and operational initiatives. This position offers a solid platform to deepen technical expertise within a fast‑moving professional services environment.

Key responsibilities

• Provide first‑line support for hardware, software and system‑related issues.
• Troubleshoot Windows devices, Microsoft 365 applications, printers and connectivity problems.
• Log and manage incidents and service requests via the ticketing system, meeting defined service‑level targets.
• Support employee onboarding and off‑boarding, including account creation, device provisioning and access management.
• Assist with software installations, updates and routine end‑user device maintenance.
• Set up and troubleshoot audio‑visual equipment for meeting rooms and events.
• Monitor IT systems, respond to alerts and escalate complex issues as needed.
• Maintain accurate IT asset inventory and related documentation.
• Collaborate with Infrastructure, Security and Application teams to ensure smooth IT operations.

Required profile

• NITEC, Diploma or Degree in Information Technology, Computer Science or a related field.
• Minimum 3 years experience in IT Helpdesk, Desktop Support or End‑User Computing.
• Strong communication skills and ability to interact with stakeholders at all levels.
• Proactive mindset with a willingness to learn and manage multiple priorities in a fast‑paced environment.

Required skills

• Microsoft 365 administration and support.
• Windows operating system troubleshooting.
• Windows Server environment exposure.
• Mobile device support and remote troubleshooting.
• Ticketing system usage.
• Endpoint management tools (good to have).
• Basic scripting/automation knowledge, e.g., PowerShell.
• Understanding of patch management, access control and IT security best practices.