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.

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.

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.