IT Service Desk Analyst | Tygerfalls

Job description

• PSG has a great opportunity for an IT Service Desk Analyst to work within a growing financial services organisation, supporting both on-premises and cloud-based environments.
• This role provides first-level technical support to end-users, focusing on Microsoft 365 and Microsoft Intune environments, Asset Management, Desktop Support as well as AD account-related issues with agreed SLAs.
• The analyst ensures accurate ticket logging, initial troubleshooting, and escalation, where necessary, while maintaining high levels of customer satisfaction

Responsibilities

Incident & Service Request Management

• Receive, log, and categorize incidents and service requests via phone, email, and ITSM tool.
• Provide first-level troubleshooting and resolution for software and connectivity issues.
• Escalate unresolved issues to second-level support, relevant IT Operations or vendors.
• Ensure accurate documentation of all interactions and resolutions in the ITSM system.

Microsoft 365 Support

• Provide first-line support for Microsoft 365 applications Outlook, Teams, SharePoint, OneDrive.
• Assist users with email configuration, Teams meeting setup, and basic SharePoint access issues.
• Troubleshoot common OneDrive sync problems and guide users on best practices.
• Manage M365 license assignments and permissions.

Microsoft Intune Support

• Enrol and manage devices in Microsoft Intune for compliance and security.
• Assist users with Intune-related issues such as device enrolment, app deployment, and policy application.
• Troubleshoot Intune compliance alerts and escalate complex issues.
• Support mobile device management MDM and endpoint security configurations.

User Account & Access Management

• Process user account provisioning/deprovisioning requests in AD/Entra ID and Microsoft 365.
• Assist with password resets and access permissions in line with security policies.
• Provide user account-related information/report for audit purposes
• Initial regulator user account reviews for audit purposes

Desktop Support

• Provide first- and second-line desktop support to end users
• Install, configure, and maintain end-user devices and business applications
• Troubleshoot and resolve hardware, software, and connectivity issues
• Support user onboarding, offboarding, and workstation provisioning
• Maintain accurate support documentation and comply with SLA requirements

IT Asset Management

• Ensure IT Asset Management accuracy for assigned areas division/region
• Ensure proper documentation of assets issued to or returned by employees
• Conduct annual IT Asset verification for assigned areas division/region
• Provide IT Asset Management evidence to auditor for assigned area division/region
• Conduct AD/Intune Asset Management clean-up

IT Service Improvements

• Identify and report trends in the service desk environment for the division/region
• Propose continuous improvement initiatives
• Implement continuous improvement initiatives within agreed scope & schedule

Customer Service & Communication

• Own service delivery to assigned area of responsibility division/region
• Maintain professional and courteous communication with end-users.
• Provide management reports, regular updates on ticket status and expected resolution times.
• Educate users on IT policies, best practices, and self-service options.

Documentation & Knowledge Base

• Update knowledge base articles for common issues and resolutions.
• Document troubleshooting steps for recurring problems.

Minimum requirements

• IT-related Degree/Diploma
• ITIL V4 Fundamentals/Practitioner Certification
• IT support certifications CompTIA A+, N+, or equivalent
• 3–5 years in IT support or Service Desk environment.
• 3-5 years working with ITSM tools e.g., Jira Service Management, ServiceNow.
• 3-5 years in Microsoft 365 suite
• 3-5 years in Microsoft Active Directory Administration or Entra ID
• 2-3 year working with IT Change Management processes

Preferred

• Microsoft 365 Fundamentals MS-900
• Microsoft Intune Fundamentals.
• Desktop Support Experience, incl. remote desktop support
• Understanding of Internet & network connectivity, e.g. VPNs
• Supervisory experience within an IT Support environment

Skills & Competencies

• Strong self- management skills.
• Excellent communication and stakeholder engagement abilities.
• Analytical and problem-solving mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Vendor and contract management experience.
• Troubleshooting and strong resolution skills
• Achievement / Results orientated
• Team Player
• Motivated and positive attitude

Closing date: 23-Aug-2026