IT Desktop Support Analyst

This role is primarily based in our London HQ with regular travel to Slough and occasional travel to other European sites where needed. The IT Support Analyst will play a key onsite role at our London HQ, providing a highly visible, customer-focused IT support service.

This position is centred on delivering excellent customer service, building strong relationships with users, and ensuring a positive support experience through face-to-face assistance, with remote support provided where required. This is primarily an IT support role and is not expected to be highly technical from day one. We are looking for someone with the right mindset, attitude, and commitment to customer service, who is keen to develop their IT skills over time within a supportive team environment.

The successful candidate will assist users with day-to-day IT issues and service requests, ensuring tickets are logged accurately, users are kept informed, and requests are progressed or escalated to the appropriate support teams where necessary.

• Deliver excellent customer service and positively interact with users when supporting technical issues and requests via the Global Service Desk and onsite desk side visits.
• Provide support for common end user issues across desktops, laptops, mobile devices, Microsoft 365, meeting room AV technology, and general IT queries.
• Support common user requests such as password and MFA queries, laptop and peripheral issues, Outlook and Teams questions, mobile device support, and general “how do I?” requests.
• Take ownership of incidents and service requests from initial contact through to resolution, or through to appropriate escalation where required.
• Ensure users are kept informed with regular updates and clear communication throughout the lifecycle of their ticket.
• Accurately log, update, and maintain incidents and requests within the IT Service Management system.
• Support the monitoring & management of IT support queues, ensuring tickets are progressed, updated, and followed up appropriately.
• Work closely with the Application/Building Management System (BMS) Team and other resolver teams to coordinate and follow up on tickets where needed.
• Provide face to face support within the London HQ, alongside remote support where required.
• Travel regularly to Slough and occasionally to other European sites to provide onsite support where needed.
• Maintain a positive, proactive, and professional approach when supporting users across the business.
• Assist with IT operational administration, including equipment ordering, asset tracking, procurement support and other general team processes such as IT stock management.

• We are looking for someone who, above all, brings the right behaviours, mindset and commitment to delivering excellent customer service.
• Approachable, professional, and comfortable working directly with users in a face to face environment.
• Patient, calm, and confident when supporting users with different levels of technical knowledge.
• Proactive and self motivated, with a willingness to take ownership and follow tasks through to completion.
• Positive and solutions focused when dealing with issues or challenges.
• Clear and reliable in their communication, ensuring users are kept informed and supported throughout.
• Takes pride in resolving issues properly and maintaining a high standard of support.
• Keen to learn and develop technical skills within a supportive team environment.
• Reliable, organised and able to manage tasks carefully and consistently.
• Passionate about delivering excellent customer service and creating a positive user experience.

• Experience delivering customer service in a professional environment.
• Exposure to IT support or a strong interest in developing a career in IT.
• An understanding of Windows operating systems and Microsoft 365 (Outlook, Teams, Office applications).
• Ability to prioritise and manage workload effectively.
• Strong communication skills, both verbal and written.
• Ability to work independently as well as part of a team.

Formal qualifications are not essential. We are more interested in candidates who demonstrate the right attitude, customer service mindset, reliability, and willingness to learn. Relevant IT training or certifications, such as CompTIA, Microsoft, or ITIL, would be beneficial but are not required.

• Based primarily at our London HQ.
• Regular travel to Slough.
• Occasional travel to other European sites where required.
• Highly visible onsite role supporting a diverse user base.
• Customer facing role requiring strong communication, professionalism, and a positive service approach.

This role would suit someone who enjoys working directly with people, takes pride in delivering a great service, and is looking to grow their IT skills in a supportive environment.