IT Service Desk Analyst in City of Westminster

Department Function: Information Technology

Centre/Office: London Office

Company Description: McArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries.

Job Description: We’re looking for an IT Service Desk Analyst to help make the extraordinary possible by delivering outstanding IT support across McArthurGlen. You’ll play a key role in keeping our business connected, supported, and productive by acting as a trusted first point of contact for IT support. From logging and resolving incidents to managing service requests end‑to‑end, you’ll deliver a seamless, high‑quality user experience every day.

You’ll work hands‑on with end‑user technology supporting hardware, user accounts, mobile devices, and collaboration tools such as telephony and video conferencing. You’ll help new starters get up and running through engaging IT inductions, maintain clear and user‑friendly documentation, and support major incidents and escalations alongside third‑party partners.

As part of a collaborative and service‑driven team, you’ll bring energy, ownership, and flexibility including participation in an out‑of‑hours rota to ensure our people get the support they need, when they need it.

Qualifications:

• Flexibility to work a shift pattern between 08:00–19:00 UK time, including weekend cover on a rota basis
• Comfort working in a remote or hybrid environment
• A basic understanding of ITIL principles and service management
• Strong troubleshooting skills, with the ability to assess impact, urgency, and prioritise effectively
• Clear, confident communication skills, with the ability to explain technical issues to non‑technical users and remain calm under pressure
• A collaborative approach, working effectively with team members, escalation teams, and third‑party suppliers
• Proven ability to deliver reliable end‑user support within agreed service levels
• Disciplined use of ITSM tools and ticketing workflows (ServiceNow preferred)
• Experience supporting end‑user devices, including building, configuring, and resolving desktop issues
• A proactive, service‑focused mindset with a willingness to learn and adapt to new tools and technologies
• A solid foundation in IT support fundamentals, including hardware, Windows operating systems, Microsoft 365, Active Directory, and basic networking
• CompTIA A+ or Network+ certification, or equivalent experience

Additional Information:

• Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 20%.
• Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.
• Volunteering Days: Benefit from 2 paid volunteering days per year.
• Exclusive Discounts: Access special discounts at our Designer Outlets.
• Flexible Working: Hybrid working options where possible to accommodate your needs.
• International Exposure: Work with colleagues across eight countries within a global organization.
• Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.
• Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.
• Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.

At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible. Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future. McArthurGlen is committed to the equity of all qualified individuals. In keeping with our dedication, we will take the steps to assure that anyone with disabilities is provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process and/or to receive all other benefits and privileges of employment, please contact Recruitment@mcarthurglen.com.