IT Deskside Support Analyst

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.
 

Technical/Language Skills:

•    Good knowledge of Windows operating systems, Microsoft 365, and common business applications.
•    Basic understanding of Active Directory, network connectivity, and VPN technologies.
•    Experience supporting laptops, desktops, printers, and mobile devices.
•    Familiarity with remote support tools and ticketing systems (e.g., ServiceNow).
•    Strong troubleshooting and problem-solving skills with a customer-first mindset.
•    Fluent English (written and verbal) and local language knowledge.

Customer Focus: Delivers prompt, courteous, and effective support to all users.

Accountability: Takes ownership of assigned tasks and follows through to resolution.
Teamwork: Works collaboratively and supports colleagues to achieve common goals.
Communication: Explains technical information clearly to non-technical users.
Adaptability: Remains flexible and calm under pressure in a fast-paced environment.
Continuous Learning: Proactively develops skills and keeps knowledge up to date.
 

Employees at gategroup are expected to live our Values of Excellence, Passion, Responsibility and Respect. To demonstrate these Values, we expect to observe the following from everyone: 

Excellence
•    We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires.
•    We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves.

Passion
•    Hospitality, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care.
•    We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks.

Responsibility
•    We care about what we do, and we understand the impact we have on others and the planet.
•    We always look out for each other –creating a safe workplace environment is everyone’s responsibility.

Respect
•    Every job matters. We each do our part to ensure our colleagues, and our customers succeed in their goals.
•    We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup.