IT Service Desk Analyst

Role Purpose: 

Provide first-line IT support to users across APTIS Group, both at APTIS House and across the business units, ensuring the smooth operation of devices, accounts, networks and business applications.

Duties and Responsibilities: 

• Log, prioritise and resolve user requests through the AskIT service desk (Zoho Desk), within agreed response and resolution times.
• Review priorities and open tickets with the Group IT & Innovation Manager on an agreed cadence.
• Escalate to and follow up with suppliers (e.g. Emtel, Indus, printer and hardware suppliers) until resolution.
• Handle joiner, mover and leaver requests: accounts, M365 licences, devices and access, in line with the HR-IT process.
• Visit Group business unit sites every week on a set rota and on demand for incidents.
• Provide hands-on support on site: devices, printers, network points, Wi-Fi and meeting room equipment.
• Report site issues and recurring problems back to Group IT after each visit.
• Prepare, deploy and retire laptops, tablets and mobile devices, including refurbished devices.
• Enrol and maintain devices in the Group device management and remote monitoring tools (Microsoft Intune, Atera).
• Monitor that operating systems, security tools and patches are up to date, and follow up non-compliant devices.
• Keep the IT asset register accurate, including device handover and e-waste disposal records.
• Carry out first-line checks on site networks, switches and access points, and escalate to the infrastructure lead.
• Assist in the rollout of Group IT projects at the business units, as per strategies established and agreed by Management.
• Maintain support documentation and knowledge base articles for recurring issues.
• Contribute to user guidance and security awareness sessions.
• Apply Group IT security policies and the AI and data classification rules in day-to-day support.
• Preserve assets, information security and control structures.

Qualifications and Experience: 

• Diploma in IT; with degree being an advantage. 
• Minimum 2 years of experience in IT support or service desk. 
• Valid driving license. 

Knowledge and Technical Competencies: 

• Microsoft Windows Operating Systems (Client).
• Microsoft 365 and Entra ID user administration.
• Networks, Wi-Fi and printers.
• Ticketing tools. 

Behavioural Competencies: 

• Good communication skills.
• Ability to explain complex systems in simple terms. 
• Customer Focus. 
• Analytical and problem solving. 

Interested candidates should send their application not later than the 20th of November 2026.

The Management reserves the right to call only the best candidates to participate in the recruitment exercise and not to make any appointment following this advertisement