IT Service Desk Analyst

Role title: IT Service Desk Analyst

Reports to: Service Delivery Manager

Location: Birmingham

Hours of work: 35 hours

SMCR Function: This is a Conduct Role

Purpose of role

At Ascot Lloyd an IT Service Desk Analyst is the first point of contact for our business users regarding IT matters and plays a crucial role in the department, providing the first andsecond line of technical support and service, ensuring users’ technical issues are resolved promptly and effectively to a high degree of satisfaction.

Working as part of the Company’s in-house IT team, the role is primarily dealing with internal colleagues, responding to incidents and requests, troubleshooting issues, providing access to IT services and managing end user IT equipment and assets such as phones and laptops.

This is a hybrid rolewith regular visits to five key sites across the UK, and occasional visits to smaller offices, using a mixture of own transport, trains and planes.

Key Responsibilities

• Call Management and Triage

• Be the first point of contact for users on behalf of IT this will involve answering phone calls and responding to tickets within our IT Service Management tool

• Providing initial triage of calls and tickets including capturing and logging of details

• Prioritise tickets based on the urgency and impact and escalating incidents where necessary

Troubleshooting, Resolution and Fulfilment

• Diagnose and resolve first and second line issues relating to software, such as M365 and AVD, hardware, such as laptops, phones and desktops, and network connectivity

• Troubleshoot and information capture issues to escalate to third line functions and be the point of contact between end users and other IT teams

• Provide a mixture of remote and in person support to end users in a professional manner

• Fulfil requests for IT services including additional software and hardware requests

• Liaise with third party providers for IT support on services such as printing and video conferencing

Joiners, Movers & Leavers

• Support HR with the JML process, including IT account creation, group and permission assignment, license application, and access removal.

• Maintain and update the JML user access database.

• Procure, build, distribute, and manage IT equipment and peripherals (e.g., laptops, desktops, mobile devices) in line with approval and procurement processes.

• Maintain the asset management database throughout the asset lifecycle, from purchase to secure WEEE-compliant disposal.

• Manage stock levels and ensure stockrooms are organised and well maintained.

• Provision and manage devices via Intune, including policy amendments, software deployments, OS builds, and remediation of compliance issues.

• Create and deliver IT training and support content for users, including documentation, 1:1 or group sessions for new joiners or system rollouts.

• Contribute to the IT knowledge base by creating and improving troubleshooting guides and service desk procedures.

• Participate in team meetings, support new team member onboarding, and contribute to process improvements and operational efficiencies.

Experience / Skills Required

Technical Skills

• Proficiency in administration of M365, Active Directory, Windows OS, Microsoft Intune and Azure Virtual Desktop is essential

• A good understanding of building and provisioning devices such as laptops, desktops and iPhones is essential

• Knowledge of ticket management practices and IT Service Management systems eg. ServiceNow, Sysaid or Halo is strongly preferred

• Have a basic understanding of IT systems and services including telephony, video conferencing, networks and IT security is strongly preferred

Soft Skills

• Excellent communication skills, including written and verbal

• Excellent interpersonal skills are essential

• Strong organisational skills and ability to prioritise workload are essential

• Acting in a professional manner is essential

• Working as part of a team is essential

• An ability to, and enjoyment of problem solving is essential

• Being able to show compassion and empathy with colleagues is strongly desired

• 2+ years of experience working in an IT support is strongly preferred

Experience

• Experience of administering and supporting M365 is essential

• Experience of provisioning IT end user computing is essential

• Experience of working in an ITIL environment is desirable

Qualifications and Certifications

• ITIL 4 Foundation is preferred

• Microsoft 365 Fundamentals (MS-900) is preferred

• Microsoft Azure Fundamentals (AZ-900) is preferred

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) is preferred

• Driving License is strongly preferred due to travelling requirements

Location, Travel and Hours

• This is a hybrid role (mix of home and a permanent base office)

• Travel is required, using a mixture of own transport, trains and planes, with regular visits to our five key sites across the UK, and occasional visits to smaller offices

• Occasional overtime, outside of hours and weekend work may be required

• As a Service Desk we operate between the hours of 8am-5.30pm on week days with shift working required to cover these times

SM&CR Responsibilities

As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions.

Individual Conduct Rules

1. You must act with integrity

1. You must act with due care, skill and diligence

1. You must be open and co-operative with the FCA, PRA and other regulators

1. You must pay due regard to the interests of customers and treat them fairly

1. You must observe proper standards of market conduct

1. You must act to deliver good outcomes for clients

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