Deskside Support Analyst

- Provide deskside and on-site technical support to users, resolving incidents and service requests logged via ServiceNow or other approved channels - Perform hands-on diagnosis, troubleshooting, and resolution of issues related to desktops, laptops, peripherals, mobile devices, and meeting room technology - Support Microsoft operating systems, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (including Azure) - Manage user account administration, including account creation, access provisioning, group membership, and password resets using Active Directory / Entra ID - Install, configure, upgrade, and replace end-user hardware and software in accordance with standard operating procedures - Escalate complex or unresolved issues to second- or third-line support teams while maintaining ownership and clear communication with the user - Ensure all incidents and service requests are accurately logged, prioritised, and resolved within agreed service level agreements (SLAs) - Follow documented technical procedures, security standards, and knowledge base articles to ensure consistent service delivery - Support security and compliance requirements, including endpoint protection, patching, and secure device handling - Collaborate with service desk, infrastructure, and security teams to support continuous service improvement - Participate in shift-based or on-call rotations where required to support business operational needs