IT Desktop Support Analyst

About the role

The IT Desktop Support Analyst will be based at our London headquarters, providing face‑to‑face and remote assistance to employees across the business. The role focuses on delivering excellent customer service, building strong user relationships, and developing technical skills within a supportive team.

Key responsibilities

• Deliver high‑quality, customer‑focused support via the Global Service Desk and onsite visits.
• Resolve common end‑user issues on desktops, laptops, mobile devices, Microsoft 365, Outlook, Teams, and meeting‑room AV equipment.
• Handle password and multi‑factor authentication queries, peripheral problems, and general “how‑to” requests.
• Take ownership of incidents and service requests from initial contact through resolution or appropriate escalation.
• Log, update, and maintain tickets in the IT Service Management system and monitor support queues.
• Collaborate with Application/Building Management System (BMS) and other resolver teams.
• Provide onsite support at London HQ, travel regularly to Slough and occasionally to other European sites.
• Assist with equipment ordering, asset tracking, procurement support, and IT stock management.

Required profile

• Strong customer‑service mindset and commitment to a positive support experience.
• Approachable, professional, and comfortable working directly with users.
• Patient, calm, and confident when assisting users of varying technical levels.
• Eagerness to develop IT skills and grow within the team.

Required skills

• Microsoft 365
• Outlook
• Microsoft Teams
• Meeting‑room AV technology
• Mobile device support
• Password and multi‑factor authentication management
• IT Service Management (ticketing) system

What we offer

• Opportunities for technical skill development in a supportive environment.
• Regular interaction with a diverse user base across multiple locations.
• Travel to Slough and European sites for onsite support.