Service Desk Analyst

We don’t just talk, we do.

Lead the change with us.

At the Tony Blair Institute for Global Change, we work with political leaders around the world to drive change.

We help governments turn bold ideas into reality so they can deliver for their people.

We do it by advising on strategy, policy and delivery, unlocking the power of technology across all three.

And by sharing what we learn on the ground, so everyone can benefit.

We do it to build more open, inclusive and prosperous countries for people everywhere.

We are a global team of over 800 changemakers, operating in more than 40 countries, across five continents.

We are political strategists, policy experts, delivery practitioners, technology specialists and more.

We speak more than 45 languages.

We are working on over 100 projects, tackling some of the world’s biggest challenges.

We’re all here at TBI to make a difference.

Role Summary

We are seeking a highly motivated and customer‑focused individual to join our IT Service Desk team based in our London HQ.

The successful candidate will be the first point of contact for all IT‑related issues and requests, providing support to end‑users.

This role requires excellent communication skills, a strong technical understanding, and a passion for delivering exceptional customer service.

Key Responsibilities

• Global User Support: Provide responsive 1st and 2nd line technical support to TBI’s end users, enabling them to undertake their roles in a secure and professional environment.
• Collaboration: Work collaboratively with our helpdesks in Nairobi, Dubai and Singapore to hand‑over tickets and tasks, ensuring that our staff receive timely assistance wherever they are located globally.
• Incident

Management: Respond to and resolve IT service requests and incidents via phone, email, chat or in‑person, ensuring timely resolution and maintaining high levels of customer satisfaction.

• Troubleshooting: Diagnose and troubleshoot hardware and software, escalating more complex issues to senior analysts.
• Onboarding: Onboard new members of staff, ensuring that their IT services, laptops and other devices are ready to go on day one.
• Knowledge Base: Contribute to the development and maintenance of a knowledge base, creating and updating support documentation and user guides.
• Asset Management: Ensure all end‑user IT assets are captured and that the asset management system is kept up to date.
• Security: Work with the Cyber Security team to maintain security compliance across the end‑user environment (laptop, mobile devices) including multi‑factor authentication, access to data, anti‑virus protection, threat detection and loss of service.
• Compliance: Ensure all IT activities comply with company policies, procedures and security standards.

Person Specification – Essential

• Previous experience working within an IT Support role.
• ITIL foundation qualification.
• Excellent communication skills, including the ability to convey technical information to non‑technical stakeholders.
• Excellent analytical and problem‑solving skills to identify and resolve technical issues.
• Capability to work independently and as part of a team.
• Knowledge and experience working with Windows 10/11, mac OS/i OS, Microsoft 365, Entra (Azure Active Directory), Exchange Online, MDM tools, ITSM applications or other ticket management tools.
• Ability to prioritise against tight deadlines.
• Ability to take the lead on projects and problems when requested or as appropriate.
• Self‑starter, able to take initiative and find resolutions to new issues and share knowledge with other team members.

Person Specification – Desirable

• Experience providing support to senior executives/VIPs.
• Experience of working within a head office environment.
• Experience of working in a global service desk function.
• Knowledge and experience of working with Slack, Freshservice, video conferencing.
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