Providing frontline technical support face-to-face, over the phone, and via ServiceNow
managing incidents and requests from start to finish
Taking ownership of support tickets and delivering timely resolutions in line with service levels
Managing end-user technology assets including device allocation, tracking, and lifecycle management
Delivering Audio Visual (AV) support
setting up and testing equipment for meetings and events, with a focus on client floor requirements
Providing real-time support during client meetings and events to ensure a seamless experience
Collaborating with infrastructure and broader IT teams on AV solutions and service improvements

Experience supporting a Windows desktop environment (PCs, laptops, printers, mobile devices, remote access, and peripherals)
Knowledge of VoIP, mobile, and internet technologies
Familiarity with network and server systems, including switches, routers, and patch panels
Understanding of ITIL principles and Change Management processes
Strong communication skills
you can explain technical concepts in plain language
A proactive, self-starting approach with sound problem-solving ability
The ability to work calmly under pressure and manage competing priorities
A genuine desire to help people and deliver excellent service

Desktop Support Analyst

Key skills