IT Deskside Support Analyst

The IT Deskside Support Analyst provides 1st and 2nd line technical support to business users and assists with IT-related activities across one or more local sites. The role focuses on resolving IT incidents and service requests raised through the gategroup IT Service Desk, ensuring high-quality and timely support to maintain business operations.

Working closely with IT colleagues and external vendors, the analyst supports local hardware, software, and network environments, ensuring that all systems operate reliably and in line with gategroup’s IT standards and processes.

Main Duties and Responsibilities:

• 1. Support and Maintenance
  Deliver deskside and remote technical support for business users to ensure stable and reliable IT operations.

• Troubleshoot and resolve incidents escalated via the Global Service Desk.
• Log and track all activities in the IT Service Management (ITSM) tool.
• Prioritize tasks effectively while keeping users informed of progress.
• Escalate complex issues to senior IT teams or third-party providers when required.

• 2. Asset Management
  Assist in managing IT hardware assets in accordance with lifecycle management processes.

• Support the installation, setup, and relocation of desktops, laptops, and peripherals.
• Maintain accurate asset records and report on equipment status and availability.
• Ensure the safe handling and disposal of IT hardware following company procedures.
• Promote the use of standard, approved IT equipment and configurations.

• 3. Collaboration and Continuous Improvement
  Contribute to effective teamwork and ongoing service improvement.

• Participate in team meetings and knowledge-sharing activities.
• Travel between nearby gategroup offices when required to provide on-site support.
• Support the introduction and rollout of new IT tools and technologies.
• Maintain strong working relationships with IT colleagues and end users.
• Carry out additional IT support tasks as reasonably assigned.

Qualifications

Education:

• Completed vocational training as an IT specialist or a comparable technical qualification in Information Technology.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are an advantage.

Work experience:

• 1–3 years of experience in IT support, service desk, or a technical support environment.
• Experience providing 1st and 2nd line support for hardware, software, and end-user devices.
• Familiarity with IT Service Management (ITSM) systems and basic ITIL principles.
• Exposure to supporting users in an international or multi-site environment is a plus.

Tehnical/Language skills:

• Good knowledge of Windows operating systems, Microsoft 365, and common business applications.
• Basic understanding of Active Directory, network connectivity, and VPN technologies.
• Experience supporting laptops, desktops, printers, and mobile devices.
• Familiarity with remote support tools and ticketing systems (e.g., ServiceNow).
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Fluent English (written and verbal) and local language knowledge.

Core Competencies:

Customer Focus: Delivers prompt, courteous, and effective support to all users.

Accountability: Takes ownership of assigned tasks and follows through to resolution.

Teamwork: Works collaboratively and supports colleagues to achieve common goals.

Communication: Explains technical information clearly to non-technical users.

Adaptability: Remains flexible and calm under pressure in a fast-paced environment.

Continuous Learning: Proactively develops skills and keeps knowledge up to date.