Desktop Support Analyst - 2nd Line in Croydon, Surrey

Location: Hybrid - Croydon Head Office (From 2 days per week) and Remote

Salary: £35,000 to £36,500 per annum plus Civil Service Pension and other benefits

Tenure: Permanent

Position type: Full Time

At the Pension Protection Fund (PPF), we provide security in retirement for our members and millions of people throughout the UK who belong to defined benefit (DB) pension schemes. Through the PPF and Financial Assistance Scheme (FAS), we compensate members for their pensions after the employer funding their pension becomes insolvent. In total, we look after over 400,000 members across the PPF and FAS. With over £30 billion in assets under management, our investments support long-term economic growth across the UK.

Our award-winning team of around 450 professionals has earned the IPE UK Pension Fund of the Year title three times in seven years. We work closely with government and industry partners to improve outcomes for scheme members, employers, and the broader pension system playing a vital role in strengthening retirement security nationwide.

We are looking for a Desktop Support Analyst to join our busy Service Delivery team to become a critical customer-facing member of the Department. The key responsibility includes providing exceptional service delivery and user experience in a Microsoft 365 (M365) cloud-first environment. Typical tasks will include:

• Managing various incidents
• Fulfilling service requests
• Processing devices
• System builds
• Script development
• Network troubleshooting
• Software/application handling
• Optimising support practices

We are looking for someone with a proven track record in a 2nd line support role from a professional services environment (financial services preferred) that deals with business-critical teams in an end-user organisation, rather than working in a managed services or IT consultancy setting.

You will bring excellent customer service skills to everything you do. This includes the ability to clearly communicate both technical and non-technical information to a diverse user base, remain calm and effective under pressure, and apply a logical, structured approach to prioritising tasks. You will have a natural aptitude for problem-solving and be comfortable maintaining a consistently high standard of work, whether operating independently or as part of a supervised team.

You will demonstrate a high level of knowledge in Microsoft 365 and its applications, alongside solid experience in incident management, fault diagnosis and resolution. An ITIL Service Management qualification, or experience working within a team that follows ITIL-aligned practices, is highly desirable.

The Service Delivery team at the PPF provide a 7am - 7pm technology service at two sites located in the Croydon Head Office and the smaller Cannon Street (London) office. The post-holder will deliver this role from the Croydon location and may, on the rare occasion, be expected to travel to the London site. In exceptional circumstances where incidents occur there may be a business need to work out of hours.

We are proud to be a Disability Confident Leader and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments during the recruitment process, please let us know. We are happy to discuss your needs and ensure you have the support required.

We embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. Whatever your background, and however you identify, you will be welcome here.

No agencies please.