Site Support Analyst

The Site Support Analyst plays a critical role in ensuring the smooth operation of desktop technology and related services within the office environment. Acting as the first point of contact for technical issues, this position is responsible for supporting users with hardware, software, applications, and communication devices. The analyst will deliver hands-on assistance, manage installations and configurations, and contribute to key IT projects, all while maintaining a high standard of customer service and operational continuity.

This is an office based role and the expectation is to be onsite 5 days per week.

Key Responsibilities

• Provide technical assistance to users experiencing issues with desktop hardware, software, applications, printing, iPhones, and telephones.
• Configure, build, and install hardware; install software and applications as required.
• Support PCs, laptops, telephones, soft phones, mobile and desk handsets, printers, printing devices, smart devices, and digital scanners.
• Support both internal and external applications, including all Microsoft products.
• Ensure all desktop devices are patched and have up-to-date antivirus protection.
• Set up and maintain training and meeting rooms with necessary hardware; manage video and collaborative conference calls.
• Process help desk tickets for employees and contractors; update company systems with knowledge guides, ticket updates, and inventory records.
• Participate in projects and initiatives such as office moves, hardware refreshes, major software rollouts, desktop migrations, security implementations, compliance issues, and standardization of end user services.
• Train and guide staff on hardware and software usage.
• Document resolutions to desktop issues and propose solutions to root cause problems.
• Interact with third-party vendors to resolve specific technical problems.
• Identify opportunities to improve, automate, or simplify processes and systems.
• Provide remote or onsite support to other countries in the EMEA region as required.

Knowledge & Experience

• Minimum of 3 years in technical support roles for end-users.
• Microsoft Certified Desktop Support Technician (MCDST) certification is a plus.
• Strong understanding of PC hardware, with a keen interest in technology and end-user support.
• Knowledge of Mac OS and Apple iOS is advantageous.
• Advanced level of English (written and spoken).

Soft Skills

• Excellent communication skills to interact with users of varying technical expertise.
• Proactive, service-oriented attitude.
• Strong ability to prioritize tasks and manage multiple requests simultaneously.
• Effective collaboration with other departments, such as IT, to ensure operational continuity.

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