Service Desk Analyst

BeyondTrust

. Provide technical support and assistance to end users face-to-face and remotely .

Posted 9/18/2026full-timeManchester • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities, including troubleshooting software, hardware, and network issues, while effectively communicating technical concepts to non-technical users. Proficient in managing IT equipment and coordinating with internal teams and third-party vendors to ensure optimal functionality and maintenance.

Highest-signal resume keywords

Technical SupportIncident ManagementAsset ManagementOffice 365 ProficiencyCustomer Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting SoftwareTroubleshooting HardwareNetwork Issue ResolutionIT Equipment ManagementAsset TrackingIncident ResolutionTechnical TrainingFirewall ManagementEndpoint Security TechnologyLogistics Management

Soft Skills

Excellent CommunicationProblem-SolvingAttention to DetailAdaptabilityCustomer Service

Tools & Technologies

ServiceNowTicketing SystemsOffice 365Network DevicesPrinters

Certifications & Qualifications

Office 365 Certifications

Industry Keywords

IT SupportTechnical AssistanceAsset ManagementIncident Management ProcessesIT Infrastructure

Tech Stack

Tools & technologies

MacOSServiceNow

About the role

Key responsibilities & impact

Provide technical support and assistance to end users face-to-face and remotely
Log and track incidents and service requests in a ticketing system
Escalate issues to appropriate teams and follow established incident-resolution and request-fulfilment processes
Manage IT equipment in the Singapore office, including computers, printers, network devices, and peripherals
Maintain inventory, track assets, and ensure equipment functionality and maintenance
Coordinate with internal infrastructure teams on switch upgrades
Coordinate with internal security operations on firewall upgrades
Monitor IT systems and networks to identify potential issues and mitigate risks
Coordinate third-party vendors for equipment maintenance, repairs, and warranty claims
Conduct IT systems, software, and best-practice training for new employees
Translate non-technical difficulties into technical language for technical teams

Requirements

What you’ll need

A bachelor's degree in computer science, information technology, or a related field experience
Proven experience in providing technical support to end users, face-to-face or remotely
Strong knowledge of IT equipment, including computers (Windows, MacOS), printers, networking devices, and peripherals
Excellent communication skills with the ability to translate technical concepts into non-technical terms for users
Familiarity with ticketing systems, incident management processes and asset management, ServiceNow
An Intermediate understanding of Office365
Ability to prioritise and manage multiple tasks simultaneously while maintaining attention to detail
Proficiency in troubleshooting software, hardware, and network-related issues
Basic understanding of IT infrastructure and networking concepts
Experience working with third-party vendors for equipment maintenance and warranty claims is desirable
Effective communication (both written and verbal) and ability to do presentations
Strong customer service orientation and problem-solving skills
Adaptability to changing technologies and a willingness to learn new tools and systems
Experience working with Endpoint Security Technology (nice to have)
Logistics Management (nice to have)
Office 365 certifications (nice to have)

Benefits

Comp & perks

Flexibility, trust, and continual learning culture
Employee growth recognition
Diversity and inclusion-focused workplace
Employee care and support