Desktop Support Analyst

About the role

The Desktop Support Analyst joins the Service Operations team to deliver face‑to‑face and on‑site technical assistance to end users. You will be the first point of contact for hardware, software and access issues, ensuring a smooth and secure user experience in a fast‑paced environment.

Key responsibilities

• Provide deskside and on‑site support, resolving incidents and service requests logged via ServiceNow or similar tools.
• Diagnose, troubleshoot and resolve problems with desktops, laptops, peripherals, mobile devices and meeting‑room technology.
• Support Microsoft Windows, Windows Server, Active Directory/Entra ID, Microsoft 365 and Azure services.
• Manage user accounts, provisioning, group membership and password resets.
• Install, configure, upgrade and replace end‑user hardware and software following SOPs.
• Escalate complex issues to higher‑level support while maintaining ownership.
• Log and prioritise incidents to meet SLA targets.
• Follow security standards, including endpoint protection, patching and secure device handling.
• Collaborate with service desk, infrastructure and security teams for continuous improvement.

Required profile

• Hands‑on experience delivering deskside or on‑site support in a corporate environment.
• Familiarity with ITIL service‑management practices.
• Strong interpersonal skills and a customer‑focused attitude.

Required skills

• Microsoft Windows (current and previous versions)
• Windows Server
• ServiceNow or similar ITSM tool
• Active Directory / Entra ID administration
• Microsoft 365 applications
• Azure cloud services (desirable)
• Hardware troubleshooting for desktops, laptops, peripherals and mobile devices
• Endpoint protection and patch management

What we offer

• Salary up to £29,000 per year
• Private medical insurance
• Pension scheme
• 25 days annual leave
• Gym membership
• Cycle‑to‑work scheme
• Employee assistance programme