Desktop Support Analyst

11 октября 2026 г.

Офис

Junior

London, GB

Indeed

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Описание

An onsite support role within the AskIT team of Client Services, part of a global financial group's Digital Engineering Services function in London. The analyst provides face-to-face frontline support for end-user devices and workplace technology, resolving hardware, software and Microsoft 365 issues, handling escalations from the offsite Service Desk and logging incidents against SLAs. Responsibilities include desk setups and moves, endpoint and mobile device management, user account administration, meeting room and AV support, and proactive improvement of the end-user experience. Candidates should have 1–3 years of IT support experience with Windows, Microsoft 365 and ITSM tooling.

Обязанности

Serve as the primary onsite point of contact for employees seeking in-person IT assistance through the AskIT walk-up support model
Provide hands-on troubleshooting and resolution of desktop, laptop, peripheral, and mobile device issues
Receive and work escalations from the offsite Service Desk with timely follow-up and resolution
Assist users with application, operating system, and connectivity issues in a professional manner
Maintain a visible, approachable presence that encourages positive engagement with the AskIT team
Perform desk setups for new hires, office moves, and workspace changes
Install, connect, and test monitors, desktops, thin clients, keyboards, mice, headsets, and peripherals
Connect and disconnect network cabling, including patching to wall ports, floor boxes, and switches
Dismantle, relocate, and properly store desktop equipment during moves or office reconfigurations
Log, update, and resolve incidents and service requests in the IT ticketing system per SLAs
Document troubleshooting steps, resolutions, and root causes to support knowledge sharing and trend analysis
Escalate complex or systemic issues while maintaining ownership and communication with the end user
Coordinate with the offsite Service Desk to ensure seamless handoffs and consistent user experience
Support corporate issued mobile phones and tablets, covering setup, configuration, troubleshooting, and replacement
Assist users with mobile device enrolment, security policies, email, collaboration apps, and connectivity
Install, image, configure, deploy, and refresh desktops, laptops, and mobile devices per corporate standards
Troubleshoot hardware issues including printers, desktops, thin clients, laptops, and other peripherals
Perform basic network troubleshooting related to endpoint connectivity
Assist with user account administration, including password resets, access requests, and group membership changes
Support onboarding, offboarding, and employee moves by provisioning equipment and coordinating access changes
Ensure access and device provisioning align with security, compliance, and audit standards
Provide onsite support for meeting rooms and collaboration spaces, including AV and video conferencing equipment
Set up, test, and troubleshoot displays, projectors, cameras, microphones, speakers, room PCs, and conferencing systems
Assist users with joining and hosting meetings using collaboration tools such as Microsoft Teams
Respond promptly to in-meeting support requests to minimise disruption to business meetings
Perform routine checks, basic maintenance, and reporting of AV issues to keep rooms operational
Deliver high-quality, empathetic support experience that positively influences user sentiment and trust in IT services
Communicate clearly with users regarding issue status, expected timelines, and next steps
Identify recurring user issues and proactively share insights with AskIT leadership and the offsite Service Desk
Contribute to initiatives aimed at improving service delivery, user adoption, and satisfaction
Follow IT policies, procedures, and best practices, including ITIL-aligned service management processes
Maintain AskIT workspaces, equipment rooms, and asset inventories in an organized and audit ready state
Participate in documentation, knowledge base creation, and process improvement
Support special projects, technology refreshes, and department initiatives as required
Provide support to EMEA Branch offices as required

Требования

1–3 years of experience in IT support, Service Desk, Help Desk, or Desktop Support
Experience supporting Microsoft 365 applications in an enterprise environment
Experience using ITSM ticketing tools to log, manage, and resolve incidents
Experience providing desktop support including hardware installation, desk setups, office moves, and peripherals
Experience supporting Windows desktop operating systems
Experience supporting mobile devices, including setup and troubleshooting
Experience working in an onsite walk-up or AskIT support environment
Experience supporting users within a corporate or enterprise environment
Exposure to endpoint management solutions such as Microsoft Intune, SCCM, or Ivanti EPM
Experience creating user-facing knowledge articles, FAQs, or support documentation
Experience supporting technology adoption initiatives, self-service, or end-user engagement activities
Degree qualification in IT or related discipline, or equivalent industry experience
Strong knowledge of Windows desktop operating systems
Good working knowledge of Microsoft 365 applications
Basic networking knowledge of Wi-Fi, VPN, TCP/IP, and DHCP
Ability to troubleshoot hardware and software issues independently
Strong customer service, communication, and problem-solving skills
Ability to prioritise workload and manage multiple support requests
Knowledge of Active Directory, Microsoft Entra ID, and endpoint management technologies
Understanding of Microsoft Intune, SCCM, Ivanti EPM, or similar endpoint management tools
General knowledge of enterprise IT infrastructure, including networking and cloud technologies
Relevant industry certifications such as CompTIA A+, Network+, or Microsoft
Comfortable delivering user guidance through knowledge articles or short instructional videos
Friendly, approachable, and patient, ensuring users feel supported and valued
Ability to explain technical concepts to non-technical users
Excellent problem-solving and time management skills
Ability to multitask and prioritise in a busy onsite environment
Strong desire to learn and grow, expanding technical skill set and knowledge
Ability to lead by example, taking ownership of customer issues and driving solutions
Passion for delivering exceptional customer service and improving user experiences
Proactive focus on continuous improvement and streamlining support processes
Able to work independently, manage time effectively, and adapt to changing priorities

Условия

Flexible working requests considered in line with organisational requirements
Occasional weekend working required for DR tests and building power downs
Onsite role based at London office locations

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Desktop Support Analyst

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