Analyst, Desktop Support – Information & Technology

About the role

StepStone’s Information Technology team is looking for an Analyst, Desktop Support to serve as the first point of contact for technical queries, providing timely and professional assistance to internal users across the organisation.

Key responsibilities

• Receive and triage support requests via phone, email and in‑person.
• Act as the local IT contact for office‑based hardware and software issues.
• Resolve incidents on PCs, laptops, printers, mobile devices, email and business applications.
• Document solutions and maintain procedures in the Knowledge Base.
• Provide basic networking and system‑administration support.
• Contribute to IT projects and evaluate new technologies.
• Identify, document and follow up on persistent problems to improve user experience.

Required profile

• Strong customer‑service and communication skills.
• Ability to explain technical details to non‑technical users.
• Effective workload prioritisation and independent work style.
• Good troubleshooting mindset and willingness to investigate recurring issues.
• 1‑3 years of desktop or help‑desk support experience.
• Four‑year college degree (preferred).
• Exposure to ITIL framework and ServiceNow is a plus.

Required skills

• Windows 11
• Office 365
• Copilot
• Active Directory
• Exchange
• Windows Server
• Entra ID
• PC hardware and software support
• ServiceNow (preferred)
• Crestron Audio‑Visual equipment (preferred)
• Basic networking and system administration