IT- Service Desk Analyst

We are recruiting an experienced Service Desk Analyst to join our IT Service Desk team, supporting approximately 1,400 users across the UK.

This is a hands-on first and second-line support role covering Windows devices, Microsoft 365, identity, mobile devices and end-user infrastructure.

Alongside handling day-to-day Service Desk requests, you will take ownership of more complex technical issues, provide escalation support to other analysts and work closely with specialist IT teams where further investigation is required.

Key responsibilities

Providing first and second-line technical support by telephone, remote support tools and in person

Managing incidents and service requests through HaloITSM

Troubleshooting Windows 11, Microsoft 365, Teams and business application issues

Investigating authentication, access and user account issues within Microsoft Entra ID and Active Directory

Supporting Windows device deployment

Supporting Apple iPhones

Troubleshooting Azure Virtual Desktop issues, including user sessions and common connectivity or profile problems

Providing support for Microsoft Teams telephony

Diagnosing hardware faults and carrying out laptop repairs and component replacement

Supporting printers and other end-user peripherals

Providing technical guidance and escalation support to other Service Desk analysts

Escalating issues to infrastructure, application or other specialist teams where appropriate

Maintaining accurate ticket records and ensuring incidents are progressed through to resolution

Creating and maintaining technical documentation and Service Desk knowledge articles

Working Arrangements This role is based in our London office, with one day per week working from home after the probation period.

The Service Desk operates 7:00am–7:00pm, with early (7:00am–3:30pm) and late (10:30am–7:00pm) shifts covered on a rotational basis, currently approximately one week in every five. Standard working hours are 9:00am–5:30pm.

The team also provides remote evening and weekend support from home, handling tickets during the following hours:

• Weekdays: 7:00pm–10:00pm

• Weekends: 9:00am–5:00pm

This is also covered on a rotational basis, currently approximately one week in every five.

You should have previous experience working in an IT Service Desk, desktop support or similar technical support role.

You should be comfortable taking ownership of technical problems, investigating them methodically and knowing when an issue needs to be escalated.

We are looking for:

Strong troubleshooting and problem-solving skills

Experience supporting Windows 11 and Microsoft 365 environments

Experience supporting user accounts, authentication and access issues

A good understanding of endpoint and mobile device management

Basic knowledge of networking, including TCP/IP, DNS, Wi-Fi and VPN troubleshooting

Strong communication and customer service skills

The ability to explain technical issues clearly to both technical and non-technical users

The ability to prioritise and manage multiple incidents and requests

A willingness to share knowledge and support less experienced members of the team

Experience with the following would be advantageous:

Microsoft Entra ID and Active Directory

Microsoft Intune

Microsoft Autopilot

HaloITSM or another IT service management platform

Jamf

Azure Virtual Desktop

Microsoft Teams telephony

Laptop hardware diagnosis and repair

Forward thinking and future focused, we champion social mobility, ethical governance, equality and diversity, creating an inclusive environment where everyone’s unique talents and experiences are valued. Our ESG goals are at the forefront of our business plan, and we are proud to have created social value worth over £19m+ since 2021. Our initiatives include the G&T ESG Committee, dedicated to increasing opportunities and removing barriers for social mobility and equality within the firm, as well as our Next Gen programme which focuses on nurturing the next generation in the industry. Our commitment to realising a more sustainable future is witnessed not only through helping our clients meet their own next zero carbon aspirations but also by reaching our own, with an aim for our firm to be net zero by 2030.