Service Desk Analyst

JOB SUMMARY
To provide desktop and remote support to users, maintain the service desk platform, software deployment, hardware configuration and provide excellent customer service. Salary: £28-33k (depending on experience). Working Pattern: 5 days onsite (during probation) 4 days onsite, 1 day working from home (post probation). Closing Date: Sunday 26th July (subject to application response).

MAIN RESPONSIBILITIES

• Answer incoming Service Desk calls and provide professional, customer-focused support to users, including VIP clients and senior stakeholders.
• Log, categorise, prioritise, and triage incidents and service requests, ensuring all tickets are recorded accurately and progressed in line with agreed processes.
• Provide remote support to user devices using BeyondTrust, troubleshooting issues securely and efficiently.
• Follow up with users to confirm issues have been resolved and ensure a positive support experience.
• Support and maintain end-user devices and applications, including Windows laptops, Macs, iPhones, iPads, and standard business software.
• Troubleshoot hardware, software, access, and application issues, escalating complex incidents to senior engineers or specialist teams where required.
• Ensure software installations and configuration changes follow company security standards, licensing requirements, and IT procedures.
• Create and maintain user guides, work manuals, and knowledge base articles within Halo to support consistent service delivery.
• Carry out regular meeting room technology checks and report or resolve any issues affecting room readiness.
• Monitor ticket queues and ensure incidents and requests are completed within agreed SLAs.
• Build, configure, and deploy laptops for new starters, replacements, and business users.
• Set up and configure iPhones, iPads, and other mobile devices in accordance with company standards.
• Manage SharePoint access requests, ensuring permissions are applied accurately and in line with business requirements.
• Create and support SharePoint sites where required, providing basic guidance to users and teams.
• Create and manage user email accounts, mailbox access, and related Microsoft 365 administration tasks.
• Support Active Directory, Entra ID, Microsoft 365 Admin Centre, Intune, and other core administration tools as part of daily Service Desk operations.
• Work collaboratively with colleagues across IT, Infrastructure, Procurement, and other departments to resolve issues and deliver effective support.
• Support IT asset handling activities, including preparing devices, assisting with returns, and maintaining accurate equipment records.
• Identify recurring issues and contribute to improvements in documentation, processes, and user support.
• Perform any other reasonable duties required by the Service Delivery Team Leader or IT management team.

PERSON SPECIFICATION

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field (preferred).
• ITIL v4/5 certification (preferred).
• Proven experience supporting Windows 11 Pro and Microsoft 365 (Office 365). Experience using HaloITSM/Service Now and remote desktop tools such as BeyondTrust.
• Strong troubleshooting and fault-finding abilities.
• Knowledge of SharePoint. Knowledge of Active Directory (AD).
• Experience with Microsoft 365 Admin Centre.
• Excellent communication and interpersonal skills.
• Self-motivated with a proactive approach to work.
• Ability to perform under pressure and support a large and diverse user base.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect.

ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles.

QUALITY MANAGEMENT RESPONSIBILITIES
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies.

COMPANY VALUES

• Commit to Excellence: Act with integrity and deliver high performance; Put our customers at the heart of what we do; Resolve issues by providing high quality solutions.
• Foster Collaboration: Find opportunities to collaborate with others across the business to achieve shared goals; Encourage inclusive networks and treat others with respect and fairness; Use knowledge to work effectively with suppliers / contractors to meet shared goals.
• Encourage Engagement: Confident in making decisions appropriate to the role; Learn from mistakes and listen to constructive feedback to improve performance; Prioritise safety and actively support community, wellbeing and sustainability programmes.
• Take Ownership: Take pride in delivering high quality service which exceeds expectations; Committed to opportunities for self-development; Take responsibility for my own performance and look for ways to improve.
• Embrace Innovation: Embrace change and innovation; Proactively suggest ways to improve our business and encourage others to share ideas; See new challenges as opportunities to deliver effective change.

WHAT WE OFFER

• Diversity and Inclusion: We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment.
• Flexible Working: As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity.
• Learning and Development: At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals.
• Other Benefits: We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.