At a Glance
- Tasks: Provide top-notch IT support and tackle exciting tech challenges daily.
- Company: Join a dynamic team at GSMA, shaping the future of mobile technology.
- Benefits: Enjoy competitive pay, generous holidays, and professional development opportunities.
- Other info: Flexible working hours and a commitment to diversity and inclusivity.
- Why this job: Be part of innovative projects and global events while enhancing your tech skills.
- Qualifications: Experience in IT support and knowledge of various operating systems and tools required.
The predicted salary is between 30000 - 40000 £ per year.
Department: Workplace Services
Team: Service Desk
Location: London; 5 days in office
Position type: Contractor (umbrella – inside IR35) until 28th August 2026
What the hiring manager says
We are looking for a self-motivated and versatile individual with a wide range of abilities, exceptional communication skills and an outgoing personality. You will be dealing with a mix of first and second line issues using best-in-class tools and industry best practices, with a strong focus on customer service and continual service improvement.
About the Team
You will be joining a committed and highly experienced global team, supporting circa 850 staff located across the globe. Alongside the day-to-day application support and service desk work streams, the team also contributes to the successful delivery of GSMA events, including MWC Barcelona and other new technology projects and initiatives.
About the Role
As a Service Desk Analyst, you will support internal customers using ServiceNow. You will provide first-line application support while also dealing with a variety of first and second line Service Desk tasks. The role is based in our London office and covers a shift pattern from 8am to 6pm Monday to Friday.
- The main duties of the role are to provide first line and second line IT support and first line application support.
- Taking ownership of issues and working proactively to resolve them ensuring that all work has an accompanying ticket raised.
- You will be expected to provide a high standard of customer service at all times, considering the impact of the ticket to the end user and ensuring they are kept updated throughout.
- You will work closely with the Infrastructure Team, the Information Security Team, the wider IT Team, as well as third party service providers and ensure that issues are escalated appropriately.
- The team are responsible for maintaining the smooth onboarding and offboarding of staff members with strict adherence to the processes for doing so.
- We ensure that the asset management system is up-to-date, and stock is tracked, replenished and recycled in line with GSMA policies.
- You will have the opportunity to work closely with the IT team on the successful delivery of GSMA events, service improvements and IT projects.
About You
You will need proven IT Support/Service Desk experience and excellent technical knowledge of Laptops (Windows and MacOS) and Mobile devices (iOS and Android) to be an asset to the team. You should have knowledge of Office 365, Entra, Office Applications, Powershell and Adobe Tools, as well as a good working knowledge of Laptop and mobile device hardware management platforms (Intune and JAMF).
You will need a working understanding of Infrastructure as a service (AWS and Azure). Experience with ITIL processes and ITIL certifications would be an advantage. A working understanding of endpoint security, encryption solutions and familiarity with OKTA and identity solutions would also be advantageous. Ability to adhere to GSMA policies and procedures is key to ensuring a consistent service.
About your skills
- Analysis: You will use analytical and problem solving skills daily while solving issues and assisting staff members.
- Teamwork: The role will allow you to show your ability to work autonomously and as part of a team.
- Communication: Being an excellent communicator is a must as we have a lot of face to face interaction alongside dealing with remote staff.
- Agility: In order to successfully deliver in this role you must be highly flexible & customer focused.
- Innovation: A desire to be innovative will serve you well in this role.
What We Offer
Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.
In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.
Being You at the GSMA
We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The success of the GSMA year on year will continue to be contributed by people from all walks of life.
GSMA Values
Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.
- Passionately driven: We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.
- Insightful leaders: We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.
- Stronger together: We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.
Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.
Service Desk Analyst in London employer: GSM Conference Services
At GSMA, we pride ourselves on being an exceptional employer, offering a vibrant work culture in our architect-designed London office. As a Service Desk Analyst, you will benefit from unparalleled access to the mobile industry, generous holiday allowances, and fantastic learning opportunities, all while working alongside a diverse and committed team dedicated to innovation and customer service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in London
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role requires exceptional communication, try doing mock interviews with friends or family. Focus on explaining technical issues clearly and concisely, as if you're talking to someone who's not tech-savvy.
✨Tip Number 3
Be ready to showcase your problem-solving skills during the interview. Think of examples from your past experience where you successfully resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Desk Analyst in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight your IT support experience and any relevant skills, like your knowledge of ServiceNow and customer service excellence. We want to see how you fit into our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your personality and explain why you're excited about this role at GSMA. Let us know how your skills align with our values and the job requirements.
Show Off Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to convey information clearly and effectively. Whether it's in your CV or cover letter, we want to see that you can communicate well with both tech-savvy and non-tech-savvy folks.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at GSM Conference Services
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Laptops (Windows and MacOS), Mobile devices (iOS and Android), and tools like Office 365 and ServiceNow. Being able to discuss these confidently will show that you're ready to tackle first and second line issues.
✨Show Off Your Communication Skills
Since this role involves a lot of face-to-face interaction and remote support, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated with customers or team members in the past, especially when resolving issues.
✨Demonstrate Your Problem-Solving Skills
Be ready to showcase your analytical skills during the interview. Think of specific instances where you've successfully resolved IT issues or improved processes. This will highlight your ability to take ownership and work proactively, which is key for this role.
✨Emphasise Teamwork and Flexibility
This position requires both autonomy and collaboration. Prepare to discuss how you've worked well in teams and adapted to changing situations. Highlighting your agility and customer focus will resonate well with the hiring manager's expectations.
