Junior IT Helpdesk Analyst

About the role

We are seeking a Junior IT Helpdesk Analyst who will deliver first‑ and second‑level technical support to end‑users across the organization. The role combines onsite assistance with remote troubleshooting to ensure smooth operation of hardware, software and business‑critical applications.

Key responsibilities

• Provide first and second‑level support for hardware, software and end‑user devices.
• Prepare, configure and image computers and workstations (Windows OS, BitLocker, device drivers, network settings, Microsoft 365, VPN, VoIP).
• Install and configure specialised applications required by business units.
• Troubleshoot hardware, software, network, connectivity, electrical and peripheral issues.
• Diagnose complex network incidents using monitoring tools and OSI‑model methodology.
• Maintain IT asset inventory and ensure accurate equipment tracking.
• Document, update and close tickets in the ITSM platform while meeting SLAs.
• Act as primary IT point of contact for smaller branches or offices.
• Deliver remote assistance via chat, phone and remote‑control tools.
• Coordinate equipment deployments, relocations and installations.

Required profile

• Experience in an IT Help Desk, Technical Support or Service Desk environment.
• Strong customer‑service orientation and effective communication skills.
• Ability to prioritize tasks in a fast‑paced setting and take ownership of issues.
• Team‑oriented mindset with a proactive attitude.
• Comfort communicating with users at all levels, including executives.

Required skills

• Windows Operating Systems
• BitLocker encryption
• Device driver management
• Network configuration and troubleshooting
• Microsoft 365 administration
• VPN solutions
• VoIP services
• Endpoint Management tools
• Endpoint Detection & Response (EDR)
• .NET Framework
• Java

What we offer

• Career growth and professional development opportunities.
• Exposure to modern technologies and enterprise environments.
• Collaborative and supportive team culture.
• Direct impact on employee and customer experience.