IT Support Analyst – Endpoint & Service Desk

About the role

The IT Support Analyst will lead the delivery of endpoint computing services, manage service‑desk escalations and support a global mobility program. You will act as a technical liaison for project teams, ensure hardware standardisation and contribute to continuous improvement of ITSM processes.

Key responsibilities

• Manage endpoint deployment programmes, including PC refreshes, vendor coordination and user communication.
• Handle service‑desk escalations, major incidents, problem management and KPI reporting.
• Oversee mobility initiatives such as telecom expense management, mobile device management and help‑desk support.
• Provide technical consultancy to project teams, lead device selection, and design deployment policies.
• Collaborate with global procurement to maintain a standard catalogue of endpoint devices.
• Develop and maintain SOPs, documentation and ensure compliance with ITIL‑based incident, change and problem management.
• Research and implement automation opportunities and manage third‑party vendors for operational and project work.
• Participate in on‑call rotation to support highly available global infrastructure.

Required profile

• 3‑5 years of experience in computer and mobile device deployment, management and support.
• Strong problem‑solving abilities and hands‑on experience with complex network troubleshooting.
• Good verbal and written communication skills, able to interact with customers and internal teams.
• Familiarity with ITIL framework and standard project‑management methodologies.
• Willingness to travel occasionally (up to 15%).

Required skills

• Endpoint hardware knowledge (PCs, tablets, mobile devices).
• Operating systems: Microsoft Windows, Apple macOS & iOS, Google Android.
• Microsoft Server technologies: Active Directory, DNS, DHCP, SCCM.
• Windows 10/11 design, architecture and deployment.
• Modern management platforms: Microsoft Intune, Cloud Management Gateway, Windows Autopilot.