{"id":1068057,"url":"https://alion.io/job/deloitte-senior-service-desk-it-support-analyst","title":"Senior Service Desk & IT Support Analyst","company":{"id":3069237,"name":"Deloitte Central Mediterranean","domain":"deloitte.it","url":"https://alion.io/company/deloitte-it","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":{"grade":"A","score":100,"open_postings":44,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Birkirkara, Malta"],"countries":["MT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":62000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DLP","optional":false},{"name":"DNS","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"SQL","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-19T20:38:50Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-11-02T09:26:09Z","board_verified":true,"closed_at":null,"days_open":43,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":43},"description":"Senior Service Desk & IT Support Analyst\nOur Technology & Security Function is currently undergoing expansion, and we are seeking an experienced Senior Service Desk & IT Support Analyst to join our team. As an integral member of our End User Technical Support Team, you will be responsible for delivering high-quality IT support solutions to 600 local and remote users across a dynamic, technology-focused, professional services environment. Operating at a Senior Analyst level, you will be a Technical SME with responsibilities that include providing compliant IT solutions and managing complex incidents. You will support team members and leadership with endpoint and identity management activities, contributing to ongoing enhancement of Deloitte’s IT service delivery model.\nCore Objectives of the Role:\nIncident and Request Management: Serve as the primary point of contact for IT support, managing the full lifecycle of incidents and requests to resolution with adherence to SLAs.\nAdvanced Technical Support: Provide expert remote and on-site technical support for a wide range of hardware, software, and mobile devices issues.\n Identity and Access Administration: Managed accounts, access rights, and mailboxes across AD/ Entra ID and M365 estates, following Join-Move-Leave(JML) processes.\nEndpoints: Manage endpoint configuration, compliance, and security policies using tools like MS Intune, provisioning, patching, and licensing devices.\n M365 Admin: Advanced troubleshooting of M365 suite (incl Exchange Online, MS Teams, OneDrive,..) and support related security capabilities, such as Defender, DLP, & MFA.\nIT Asset Compliance: Contribute to IT asset management, scheduled maintenance, patch compliance, and support IT security compliance initiatives required as part of ISO 22301, ISO 27701, ISO 27001, and Cyber Security Hygiene, Essentials, and Best Practices.\nKnowledge Management & Project Participation: Contribute in strengthening a comprehensive knowledge base infobank and participate in IT project delivery including hardware refreshes and system maintenances or rollouts.\nMentorship and Training: Provide technical guidance and knowledge transfer to junior service desk staff.\nProblem Management: Contributing to problem management processes - identifying root causes of recurring matters and implementing preventative and definitive resolutions.\nReporting: Follow team analytical reporting and generate additional reports for service desk performance, incident trending, and SLA adherence. Identify areas for improvement.\nProcess Improvement: Actively identifying and proposing improvements to existing IT support processes and workflows to enhance efficiency and user satisfaction.\nChange Management: Assisting with the implementation of IT changes, ensuring minimal disruption to services.\nSecurity Awareness: Delivering specific internal security awareness training.\n\nRequired skills, qualifications, and competencies\nMinimum three years' technical IT support experience in medium-to-large organisations, ideally professional services.\nResults-driven, owning solutions and seeking feedback for quality and performance improvement.\nTechnically precise and agile, adapting to fast-paced professional environments.\nITIL v4 Foundation certified (or higher), with practical experience in ITIL processes (incident, request, change, problem, asset management) and service desk operations (SLA, prioritisation, escalation, knowledge base).\nRelevant industry certifications (e.g., Microsoft 365, CompTIA, CCNA, CISSP) or equivalent.\nExpertise supporting enterprise Windows 11 and macOS environments, including hardware, peripherals, and software.\nProficient in administering and troubleshooting Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams) and business productivity tools.\nProficient in PowerShell scripting and automation, with working knowledge of VBA, Office Scripts, or similar.\nProficient in core Microsoft infrastructure services: Active Directory / Entra ID, GPO, DNS, DHCP, RRAS, RADIUS, IIS, and WDS.\nHands-on Microsoft 365 administration experience (Exchange Online, Teams, SharePoint, OneDrive, security, and compliance).\nWorking knowledge of endpoint management platforms, specifically Microsoft Intune / Modern Device Management, MDM/MAM policies, and BitLocker.\nExperience with identity and access management tools, including PAM, MFA, Microsoft Identity Manager (MIM/FIM), and Entra ID identity protection.\nFamiliarity with network security technologies: firewalls, IDS/IPS, SSL VPN, CASB, DLP, and Azure Information Protection (AIP).\nUnderstanding of enterprise business applications: SAP, SQL Server (including basic BI/reporting), and common SaaS platforms (CRM, ERP, BI tools).\nExperience supporting database-driven applications and enterprise SaaS solutions, including account provisioning, access troubleshooting, and Tier 2 escalations.\nFamiliarity with end-user recovery technologies (e.g., VSS) and business continuity processes.\nStrong awareness of email hygiene and cybersecurity best practices.\nExcellent verbal and written communication, conveying technical concepts to non-technical audiences.\nStrong client-service orientation, professional and composed under pressure.\nEffective time management, prioritising varied workload across concurrent tasks.\nProactive, problem-solving mindset with a continuous improvement ethos.\nCollaborative team player, able to work independently in a fast-paced professional environment.\nHigh discretion and professionalism in handling confidential and sensitive information.\nWhy Deloitte?\nAs a Purpose-led organization, at the heart of everything we do is a set of timeless principles that distinguish the Deloitte culture. We foster diversity and inclusion and encourage you to bring your authentic self to work. Explore, question and collaborate while building a career that inspires and energies you. We tailor a personalized learning experience, offering you the opportunity to grow at your own pace and achieve maximum impact.\nLife looks different for each of us, so we created a varied benefits package that you can tap into:\nPremium membership for corporate discounts in restaurants, retail, gyms and more.\nHealth Insurance cover for yourself and dependents. \nMental health support through sponsored therapy sessions. \nWeekly get-togethers. \nHybrid working option.\nDigital learning, mentoring and regular performance snapshots. \nCoaching and support designed to refresh your knowledge and skills.\nRenowned training programme with Deloitte University.\nA career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. 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