Service Desk Analyst – Microsoft 365 & Hardware Support

About the role

Regnology is seeking a Service Desk Analyst to be the first point of contact for all IT‑related incidents and service requests. You will support the Microsoft 365 suite and a range of endpoint devices, ensuring colleagues can work efficiently in a flexible, innovative environment.

Key responsibilities

• Provide first‑level support for hardware, software, and application issues.
• Troubleshoot and resolve problems with Microsoft 365 applications such as Word, Excel, Teams, and Outlook.
• Diagnose and repair laptop, desktop, and peripheral hardware.
• Manage user account lifecycles in Active Directory and Azure AD, including onboarding, off‑boarding, and permission changes.
• Escalate unresolved tickets to Tier 2 or Tier 3 teams and document all interactions in the ITSM tool.
• Install, configure, and support approved software for end‑users.
• Assist with basic network connectivity issues (Wi‑Fi, VPN, wired).
• Set up and configure new workstations and laptops for employees.

Required profile

• 1–2+ years of experience in an IT support or service desk role.
• Strong knowledge of Microsoft 365 applications and related troubleshooting.
• Hands‑on experience with laptop hardware support and basic network troubleshooting.
• Fluent in English (additional language such as French is a plus).
• Customer‑centric mindset with a passion for helping people.

Required skills

• Microsoft 365
• Active Directory
• Azure AD
• Laptop hardware support
• Network troubleshooting (Wi‑Fi, VPN, wired)
• IT Service Management (ITSM) tool usage

What we offer

• Flexible, innovative work environment where ideas matter.
• Opportunities for continuous learning and career growth.
• Inclusive culture that values diversity and collaboration.